Kind Consultancy is working with a well-established challenger bank which is currently seeking a Customer Outcome Testing Analyst lead to join their Nottinghamshire offices in a permanent, full-time position paying £32,000 to £37,000, with a hybrid work model.

Reporting to the Customer Outcomes Manager, the Customer Outcome Testing Analyst Lead will, conduct outcome-based testing and share associated MI and controls findings with the Bank leadership. Key responsibilities will include:

• Conducting end-to-end reviews and assess the overall outcome of the customer journey.
• Identifying themes and trends by conducting root cause analysis for both good and poor outcomes.
• Recommending subsequent actions for internal progression where applicable to the bank's service offering or where the cause of a poor outcome is due to retailer or supplier defined elements of the service such as customer communication or website content
• Recording and sharing MI, findings, and actions.
• Supporting the production of governance packs and attending all relevant forums and committees to discuss holistic findings, themes, and suggested actions needed to improve on customer outcomes.
• Ensuring Risk Events are reported as soon as identified and tracked to conclusion.
• Contributing to the Customer Outcome Performance Dashboard that monitors key measures/KRI’s to evidence that good customer outcomes are being delivered.
• Being a key stakeholder in the implementation and embedding of Consumer Duty regulations from a 1st line perspective
• Contributing to the Conduct Risk Dashboard with appropriate KRI measures to assess exposure to conduct risk and compliance to regulations.
• Working closely with the Customer Outcomes Manager in delivering against the regulatory requirements applicable to the bank to ensure that all changes are effectively implemented.
• With Consumer Duty in mind, conducting Outcome Based Testing activity in line with the OBT plan.
• Ensuring all customer related functions and processes are performed in line with the approved operating procedures as well as assessing that customer expectations are met, and good outcomes are achieved.
• Managing OBT activity within OBT plan timescales and deliver KPI outputs
• Establishing the root cause of failed OBT outputs to help minimise any re-occurrences and proactively recommend actions to drive service and product related improvements.
• Conducting monthly progress meetings with direct reports, supporting them to achieve their KPIs.

Our ideal candidate for the Customer Outcoming Testing Analyst Lead opportunity:

• Is a subject matter expert on regulatory compliance in delivering good customer outcomes within Consumer Finance
• Has experience working in a Consumer Outcome Testing role within Financial Services.
• Has knowledge and experience of the law and regulation of Consumer Lending and FCA policy and regulation of Retail Financial Services and products
• Has a track record of developing and delivering processes in a Consumer Finance environment
• Displays excellent written and verbal communication skills with the ability to provide structured and strategic legal advice to key stakeholders and translate issues for a variety of audiences
• Has experience of working closely with operational teams, giving one to one pragmatic advice and guidance in a clear and understandable way.
• Has experience of working with third parties and external stakeholders and of supporting business areas, providing challenge and guidance
• Has very good knowledge of Outcome Based Testing and Complaint Handling policies and processes
• Has a good understanding of FCA regulations and handbooks and Financial Services compliance generally
• Demonstrates a good understanding of regulations in particular DISP, GDPR and Consumer Duty and of what good customer outcomes look like.
• Has a sound understanding of legal and regulatory requirements impacting Retail/ Consumer Finance lending

If you're interested in the Customer Outcome Testing Analyst Lead opportunity, you're based in or can commute to Nottinghamshire and you have the skills, experience and knowledge we're looking for, please apply with an updated CV today.