QA Customer Outcome Journey Specialist

TN United Kingdom; Skipton; On-site; GBP 27,000 - 33,000; Part time

Job summary

Une grande société de construction au Royaume-Uni recherche un Spécialiste des Résultats Clients pour rejoindre son équipe. Le rôle implique d'analyser les parcours clients et de collaborer avec diverses équipes pour améliorer les résultats. Ce poste offre des opportunités de développement professionnel et une rémunération compétitive.

Benefits

Bonus discrétionnaire annuel

25 jours de congé annuel standard + jours fériés

Contribution de l'employeur au régime de retraite (jusqu'à 10%)

Assurance médicale privée

Jours de bénévolat payés

Qualifications

• Connaissance des processus financiers et des exigences FCA.
• Capacité à prendre des décisions de manière autonome.
• Compétences en collaboration avec diverses parties prenantes.

Responsibilities

• Développer et maintenir des relations solides pour améliorer les résultats clients.
• Analyser les tendances mensuelles et identifier les problèmes récurrents.
• Travailler de manière transversale pour comprendre la performance du parcours client.

Skills

Empathie

Communication efficace

Analyse des données

Organisation

Job description

Social network you want to login/join with:

QA Customer Outcome Journey Specialist, Skipton

Client:

Skipton Building Society

Location:

Skipton, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

bdeca54ef3dc

Job Views:

2

Posted:

21.05.2025

Expiry Date:

05.07.2025

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 factor 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 are a mutual organization owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing new ideas to 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 is the Customer Outcomes – Vulnerable Customers, Consumer Duty, and Savings Journey Team. It consists of 8 colleagues, including 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists.

Customers are at the forefront of everything we do. We work closely with the bereavement, complaints, Branch, and Money Direct teams to ensure we deliver good customer outcomes.

What’s In It For You?

Skipton values work/life balance and supports hybrid and flexible working where possible. Our head office is newly refurbished, offering a vibrant and collaborative space.

Benefits include:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + increasing to 30 days with service
• Holiday trading scheme
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks, including Carers and Pride groups
• Health and wellbeing benefits, including cycle to work and gym discounts

What Will You Be Doing?

• Develop and maintain strong relationships, collaborating with leaders to improve customer outcomes.
• Challenge processes to ensure they are fit for purpose, deliver benefits, and achieve efficiencies.
• Analyze monthly MI and identify trends.
• Work cross-functionally to understand customer outcome journey performance, considering trends and repeat issues and their impact on reviews.

What Do We Need From You?

We seek an empathetic, enthusiastic, and driven individual with attention to detail and confidence in understanding great customer outcomes. You should be able to:

• Make decisions independently
• 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
• Have knowledge of Money and Homes processes
• Collaborate with various stakeholders
• Understand the Society’s Customer Strategy and Proposition
• Possess working knowledge of FCA requirements, conduct risk, and consumer duty, with the ability to interpret and apply regulations

We offer training and development, and this role is a great opportunity for career growth, including regulatory qualifications.