Hybrid Customer Outcomes Analyst (18‑Month Contract)

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

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.