Customer Outcomes Risk & Testing Analyst

Jobtailor; Milton Keynes; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking a data analytics professional to drive regulatory reporting and customer outcome improvements. You will analyze behavioural data, validate data for assurance activities, and collaborate with cross-functional teams to strengthen data quality and risk reporting across digital journeys.

The role requires experience in regulated environments, strong SQL ability, and excellent communication to simplify complex concepts for stakeholders.

Qualifications

• Experience in a regulated financial services environment.
• Ability to assess data completeness, accuracy and integrity.
• Strong analytical skills to identify data issues, trends and risks.
• Experience creating data visualisations and data journeys.
• Experience with risk, assurance or controls functions is preferred.
• Knowledge of customer outcomes and how data supports regulatory reporting is preferred.
• Experience designing or overseeing MI reporting is preferred.
• Ability to analyze data to identify quality issues, risks and inconsistencies.
• Knowledge of Santander Retail & Business Banking data is required.
• Experience with behavioural analytics tools such as Adobe Analytics, Customer Journey Analytics, Contentsquare or Dynatrace is preferred.
• Ability to write SQL independently of AI tools is preferred.
• Confident stakeholder management and communication skills.
• Great analytical skills.
• Meticulous attention to detail.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities

• Analyse customer behaviour across digital journeys using behavioural analytics tools to identify emerging risks, potential customer harm and opportunities to improve customer outcomes.
• Analyse and report Customer Understanding Testing Survey (CUTS) results, highlighting key themes, trends and areas requiring further investigation.
• Support implementation and ongoing development of the Digital Outcome Monitoring programme.
• Execute survey and data validation controls to ensure assurance activity is supported by accurate, complete and reliable data.
• Identify, assess and report risks arising from assurance activity, communicating findings and recommended actions.
• Test reporting outputs and underlying data for accuracy, robustness and fitness for purpose.
• Collaborate with teams across the bank to share assurance findings and support improvements to customer outcomes across digital journeys.
• Support expansion of CUTS into new product opening and servicing journeys.
• Maintain assurance processes and support reporting on Customer Risk Insights activity and outcomes.
• Work in partnership with Customer Outcomes & Testing, the Centralised Controls Office and the wider bank to strengthen data quality.

Skills

Regulatory environment experience

Data quality assessment

Data analysis and interpretation

Stakeholder management

Communication skills

Attention to detail

Tools

Adobe Analytics

Customer Journey Analytics

Contentsquare

Dynatrace

Job description

Jobtailor is seeking a data analytics professional to drive regulatory reporting and customer outcome improvements. You will analyze behavioural data, validate data for assurance activities, and collaborate with cross-functional teams to strengthen data quality and risk reporting across digital journeys.

The role requires experience in regulated environments, strong SQL ability, and excellent communication to simplify complex concepts for stakeholders.