Customer Outcomes Analyst

Wesleyan; Birmingham; Hybrid; GBP 40,000 - 55,000; Part time

Benefits offered by this job

Annual bonus

28 days holiday

Hybrid working

Pension scheme matched +2%

Free underground parking in Birmingham

Salary sacrifice schemes (PMI, EVLea)

Enhanced family leave & volunteering

Job summary

Wesleyan is seeking a Customer Outcomes Analyst to test end-to-end journeys, identify harm risks, and support remediation within a hybrid model (Birmingham or Oswestry office). The role focuses on fair, compliant outcomes across products and services, with strong data analysis and problem-solving required.

Key responsibilities include root-cause analysis, collaboration with stakeholders, and governance reporting.

Qualifications

• Experience in financial services (banking, insurance, wealth, or similar).
• Knowledge and experience of Customer Journey Analysis, with preferable experience in Six Sigma and / or Systems Thinking.
• Experience in one or more of: Risk, Compliance, Assurance, Testing, Audit and Operations.
• Strong analytical and problem-solving skills, with the ability to interpret data and translate it into meaningful insights.
• Knowledge or understanding of customer outcomes and conduct risk frameworks (e.g., Consumer Duty).
• Experience or exposure to customer journey mapping, process analysis, or end-to-end service assessment.
• Customer-focused mindset, with the ability to understand and advocate for good customer outcomes.
• Ability to operate effectively in a small, specialist team environment, demonstrating flexibility, autonomy, and a hands-on approach to both testing and remediation activities.

Responsibilities

• Deliver customer outcome testing across products, services, and customer journeys, assessing outcomes against regulatory and internal standards and identifying trends in customer results.
• Analyse customer journeys and data to identify customer needs, pain points, risks, failure points, and areas of potential customer harm, including impacts on vulnerable customers.
• Identify issues and conduct root cause analysis to determine the drivers of poor customer outcomes, distinguishing between isolated incidents and systemic risks.
• Support remediation activities by helping design corrective actions, monitoring progress, and validating improvements in customer outcomes.
• Produce insight-led reporting and governance updates, maintaining accurate records and delivering clear, evidence-based findings to stakeholders and governance forums.
• Collaborate with key stakeholders and drive continuous improvement, enhancing testing frameworks, data quality, monitoring approaches, and customer outcomes while keeping abreast of regulatory developments.

Skills

Customer journey analysis

Six Sigma

Systems thinking

Risk

Compliance

Testing

Audit

Operations

Data interpretation

Conduct risk frameworks

Job description

Customer Outcomes Analyst

Salary: Competitive, based on skills and experience
Contract Type: Fixed Term Contract, 18 Months - 35 hours a week
Location: Hybrid working (office based in Birmingham or Oswestry) - typically 2 days in the office per week
Closing Date: 14/09/2026

Shape Brighter Futures with Wesleyan

Established in 1841, Wesleyan help trusted professionals-GPs, hospital doctors, dentists, and teachers-secure their financial future. Today, we're proud to continue that mission with passion and purpose. If you're looking for a role where your expertise makes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity, we'd love to hear from you.
Find out more about who we are: careers.wesleyan.co.uk

Make a Difference in Customer Outcomes

This role is responsible for delivering customer outcomes testing across end-to-end customer journeys to ensure fair, consistent, and compliant outcomes. The role holder will analyse customer journeys across complex legal, operational, and technology environments, identify risks of harm or poor outcomes, and support the design and delivery of effective remediation activity.
It will also be important to identify and feedback good practice in order to support the continuous improvement of customer outcomes.
This is a hands-on role requiring strong analytical capability, attention to detail, and the ability to translate complex findings into clear, actionable insight.

Your Impact

Here's how you'll make a difference:

• Deliver customer outcome testing across products, services, and customer journeys, assessing outcomes against regulatory and internal standards and identifying trends in customer results.
• Analyse customer journeys and data to identify customer needs, pain points, risks, failure points, and areas of potential customer harm, including impacts on vulnerable customers.
• Identify issues and conduct root cause analysis to determine the drivers of poor customer outcomes, distinguishing between isolated incidents and systemic risks.
• Support remediation activities by helping design corrective actions, monitoring progress, and validating improvements in customer outcomes.
• Produce insight-led reporting and governance updates, maintaining accurate records and delivering clear, evidence-based findings to stakeholders and governance forums.
• Collaborate with key stakeholders and drive continuous improvement, enhancing testing frameworks, data quality, monitoring approaches, and customer outcomes while keeping abreast of regulatory developments.

What You'll Bring

• Experience in financial services (banking, insurance, wealth, or similar)
• Knowledge and experience of Customer Journey Analysis, with preferable experience in Six Sigma and / or Systems Thinking
• Experience in one or more of: Risk, Compliance, Assurance, Testing, Audit and Operations
• Strong analytical and problem-solving skills, with the ability to interpret data and translate it into meaningful insights
• Knowledge or understanding of customer outcomes and conduct risk frameworks (e.g., Consumer Duty)
• Experience or exposure to customer journey mapping, process analysis, or end-to-end service assessment
• Customer-focused mindset, with the ability to understand and advocate for good customer outcomes
• Ability to operate effectively in a small, specialist team environment, demonstrating flexibility, autonomy, and a hands-on approach to both testing and remediation activities

Benefits That Work for You

We believe rewards should reflect the life you live. Here's what you can expect:

• Annual bonus to recognise your contribution.
• 28 days holiday (plus a culture day!) - rising to 30 days with service.
• Flexible hybrid working for better work-life balance.
• Company pension scheme - matched plus 2% (up to 10%).
• Free secure underground Birmingham city centre parking (subject to availability, weekend use included).
• Salary sacrifice schemes that help you provide the things that matter - to include PMI, Electric Vehicle Leasing and cashback on everyday essentials.
• Enhanced family leave and two volunteering days to give back to causes you care about.

Why Wesleyan?

We're building a culture where everyone belongs. Diversity isn't just a policy-it's part of who we are. Whatever your background, we want you to feel valued and empowered to thrive. We're proud supporters of the ABI Making Flexible Work campaign, which means we're open to discussing flexible working, job shares, and part-time options.
If you need reasonable adjustments during the recruitment process, just let us know-we're here to support you.

What to Know Before Applying

• Right to Work: We're unable to provide VISA sponsorship, so you'll need the legal right to live and work in the UK.
• Advert Closing: We typically advertise for two weeks but may close early if we receive a high volume of applications-apply early to avoid disappointment.