QA Customer Outcome Journey Specialist | Skipton, UK

Skipton; Skipton; On-site; GBP 27,000 - 44,000; Part time

Job summary

Join a leading building society as a Customer Outcome Journey Specialist in Skipton. You'll work to enhance customer experiences across savings, ensuring compliance with regulatory standards. This role offers a supportive environment with opportunities for professional growth and development, including regulatory qualifications.

Benefits

Annual discretionary bonus scheme

25 days standard annual leave + bank holidays

Matching employer pension contribution (up to 10% per annum)

Private medical insurance for all colleagues

3 paid volunteering days per annum

Discounted gym membership

Qualifications

• Excellent verbal and written communication with stakeholders at all levels.
• Knowledge of the Money and Homes processes.
• Understanding of FCA requirements including conduct risk and consumer duty.

Responsibilities

• Develop & maintain strong relationships to improve customer outcomes.
• Challenge processes to ensure they deliver business benefits.
• Produce and analyze monthly MI and identify trends.

Skills

Empathy

Attention to detail

Communication

Decision making

Organizational skills

Curiosity

Job description

Hours:
14 hours per week, across two days. One of the working days must be either Tuesday/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 the customer outcomes ensuring you contribute 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 organisation. 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 with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

The team you will be joining, is the Customer Outcomes - Vulnerable Customers, Consumer Duty and Savings Journey Team. This is a team of 8 colleagues who collaborate with stakeholders across Money and Home Financing. The team consists of 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialist.

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 we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

• Develop & maintain strong relationships, working collaboratively with leaders to improve customer outcomes.
• Challenge processes to ensure they are fit for purpose, deliver business benefits and achieve potential efficiencies.

• Produce analyse monthly MI and identity trends
• Work cross functionally within the team to understand the overall customer outcome journey performance. Considering the trends and repeat issues and how these impact individuals' reviews.

What Do We Need From You?

We are looking for an empathetic, enthusiastic and driven individual, with attention to detail and confidence in knowing what a great customer outcome looks like.

You'll need to be:

• Independently make decisions
• Curious and brave to ask questions, challenge and keep the customer at the heart of what we do
• Excellent verbal and written communication with stakeholders at all levels
• Clear organisation and prioritisation skills, with ability to manage own deadlines
• Knowledge of the Money and Homes processes
• Collaboratively in your work, liaising with various stakeholders
• An understanding of the Society's Customer Strategy and Proposition
• Working knowledge of FCA requirements including conduct risk and consumer duty, with the ability to interpret regulations and apply these to role

We offer training and development, and this is a great opportunity for someone wanting to take their career to the next level with the opportunity to take regulatory qualifications as part of the roles.

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