Customer Outcomes Analyst

Wesleyan Group; Birmingham; Hybrid; GBP 42,000 - 60,000; Part time

Benefits offered by this job

Annual bonus

28 days holiday; culture day

Hybrid working

Pension scheme

Job summary

Wesleyan Group in the UK is recruiting for a role focused on delivering customer outcomes testing across end-to-end journeys to ensure fair, compliant results. This hybrid position requires collaboration across business units and strong analytical capability.

You will analyse journeys, identify risks, support remediation actions, and deliver evidence-based insights to stakeholders. The role offers a fixed-term 18-month contract with hybrid working (2 days in the office per week) in Birmingham or

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

Analytical thinking

Job description

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. Ifyou’re looking for a role where yourexpertisemakes 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’showyou’llmake 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.

WhatYou’llBring

• 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’swhat 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