QA Customer Outcome Journey Specialist

Skipton Building Society; United Kingdom; On-site; GBP 28,000; Part time

Job summary

A leading building society in the UK is seeking a Customer Outcome Journey Specialist to enhance customer experiences across savings. This role involves collaborating with various teams, analyzing customer journeys, and ensuring regulatory compliance. The position offers flexible working arrangements and opportunities for career advancement, including training and regulatory qualifications.

Benefits

Annual discretionary bonus scheme

25 days standard annual leave + bank holidays + up to 5 additional days based on service

Holiday trading scheme

Matching employer pension contribution (up to 10%)

Colleague mortgage scheme (conditions apply)

Salary sacrifice for hybrid and electric cars

Training and development opportunities

Private medical insurance

3 paid volunteering days per year

Health and wellbeing benefits, including cycle to work and gym discounts

Qualifications

• Ability to make independent decisions.
• Knowledge of FCA requirements and customer strategy.
• Experience in understanding Money and Homes processes.

Responsibilities

• Develop and maintain strong relationships to improve customer outcomes.
• Challenge processes for efficiency and benefits.
• Analyze monthly MI to identify trends.

Skills

Empathy

Attention to Detail

Effective Communication

Organizational Skills

Curiosity

Job description

Hours: 14 hours per week, across two days. One of the working days must be either Tuesday or Wednesday, on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.

Salary: £27,900 Pro Rata

Closing Date: Mon, 2 Jun 2025

Customer Journey reviews

are about being curious. It’s about looking at the full journey for our customers to ensure we meet our customers’ expectations, the regulatory requirements, and protect the Society. We have a great opportunity available for someone to join our Customer Outcomes Journey Team, as a Customer Outcome Journey Specialist.

The role covers journey across savings, including complaints and bereavement, ensuring we deliver good customer outcomes. The overriding focus is on customer outcomes, contributing to the control environment as part of the first line of defence within our ‘3 lines of defence’ model for managing Regulatory, Conduct Risk, and operational quality.

Who Are We?

Not just another building society. Not just another job. We're the fourth biggest building society in the UK, and what makes us a bit different is that we're a mutual organization. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing new ideas on how we can keep customers at the heart of what we do. Whatever your background and goals, we'll help you take the next step towards a better future.

The Team

You will join the Customer Outcomes – Vulnerable Customers, Consumer Duty, and Savings Journey Team, consisting of 8 colleagues. The team includes 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists. We work closely with the bereavement, complaints, Branch, and Money Direct teams to ensure good customer outcomes.

What’s In It For You?

Skipton values work/life balance and supports hybrid and flexible working. Our head office offers a vibrant, collaborative space. Benefits include:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + up to 5 additional days based on service
• Holiday trading scheme
• Matching employer pension contribution (up to 10%)
• Colleague mortgage scheme (conditions apply)
• Salary sacrifice for hybrid and electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks including Carers and Pride Alliance
• Health and wellbeing benefits, including cycle to work and gym discounts

What Will You Be Doing?

1. Develop & maintain strong relationships, working collaboratively with leaders to improve customer outcomes.
2. Challenge processes to ensure they are fit for purpose, deliver benefits, and improve efficiency.
3. Produce and analyze monthly MI, identifying trends.
4. Work cross-functionally within the team to understand overall customer outcome journey performance, considering trends and repeat issues and their impact.

What Do We Need From You?

We seek an empathetic, enthusiastic, and driven individual, attentive to detail, and confident in understanding what constitutes a great customer outcome. You should be able to:

• Make independent decisions
• Be curious and brave to ask questions, challenge, and keep the customer at the center
• Communicate effectively with stakeholders at all levels
• Organize and prioritize tasks effectively
• Understand Money and Homes processes
• Collaborate with various stakeholders
• Have knowledge of the Society’s Customer Strategy and Proposition
• Possess working knowledge of FCA requirements, including conduct risk and consumer duty, and interpret regulations for the role

We offer training and development, and this role provides a great opportunity to advance your career, including the possibility of obtaining regulatory qualifications.