QA Customer Outcome Journey Specialist

Skipton Building Society; Skipton; Hybrid; GBP 28,000; Part time

Job summary

A leading building society is seeking a QA Customer Outcome Journey Specialist to enhance customer experiences and ensure regulatory compliance. This part-time role involves analyzing customer journeys and collaborating with various teams to improve outcomes. The position offers hybrid working and a supportive environment for career development.

Benefits

Hybrid and flexible working arrangements

Annual bonus

Generous holiday allowance

Pension contributions

Private medical insurance

Volunteering days

Qualifications

• Knowledge of Money and Homes processes and FCA requirements.
• Empathetic, enthusiastic, and detail-oriented.
• Decisive and confident in decision-making.

Responsibilities

• Develop and maintain strong relationships with stakeholders to improve customer outcomes.
• Analyze monthly MI and identify trends.
• Collaborate across teams to review customer journey performance.

Skills

Communication

Stakeholder Engagement

Analytical Skills

Organizational Skills

Empathy

Job description

Join to apply for the QA Customer Outcome Journey Specialist role at Skipton Building Society

2 days ago Be among the first 25 applicants

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

Role Overview

Customer Journey reviews focus on understanding the full journey for our customers to ensure we meet their expectations, comply with regulatory requirements, and protect the Society. We are seeking a Customer Outcome Journey Specialist to join our Customer Outcomes Journey Team. The role involves overseeing journeys across savings, including complaints and bereavement, ensuring good customer outcomes and contributing to the control environment within our '3 lines of defence' model for managing Regulatory, Conduct Risk, and operational quality.

Who Are We?

Skipton Building Society is the fourth largest building society in the UK, owned by its members, not shareholders. We pride ourselves on being a mutual organisation and a great place to work, welcoming new ideas and supporting your career development.

The Team

You will join the Customer Outcomes – Vulnerable Customers, Consumer Duty, and Savings Journey Team, comprising 8 colleagues including 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists. We collaborate across various departments to ensure excellent customer outcomes.

What’s In It For You?

• Hybrid and flexible working arrangements
• Vibrant, refurbished head office workspace
• Benefits including annual bonus, generous holiday allowance, pension contributions, mortgage support, salary sacrifice schemes, private medical insurance, volunteering days, and more

Responsibilities

• Develop and maintain strong relationships with stakeholders to improve customer outcomes
• Challenge existing processes for efficiency and effectiveness
• Analyze monthly MI and identify trends
• Collaborate across teams to review customer journey performance and address issues

Candidate Profile

• Empathetic, enthusiastic, and detail-oriented
• Decisive and confident in decision-making
• Excellent communication skills
• Organized with good prioritization skills
• Knowledge of Money and Homes processes and FCA requirements
• Collaborative approach to stakeholder engagement
• Understanding of the Society’s Customer Strategy and Proposition

Training and development opportunities are available, including regulatory qualifications.