Outcome Tester
Domestic & General
full-time
Posted on:
Location Type: Hybrid
Location: Wimbledon • United Kingdom
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About the role
- Conduct end-to-end outcome testing for various customer interactions and journeys, providing quality scoring based on a defined framework.
- Produce clear, insightful reports for senior management, highlighting any areas of risk or non-compliance with internal policies and external regulations.
- Identify and escalate instances of customer detriment or process failure promptly and through the correct channels.
- Provide meaningful, data-led insight to support improved customer, regulatory and commercial outcomes.
- Foster a culture of continuous improvement by promoting process-oriented thinking, encouraging curiosity, and supporting improved ways of working.
- Support change initiatives that impact the Product function, helping to embed improvements in a consistent and scalable way.
Requirements
- A good understanding of regulatory requirements including FCA Consumer Outcomes, the FCA Handbook and GDPR
- Experience conducting quality assurance, compliance monitoring or customer outcome testing (desirable)
- Ability to analyse data and present technical information in a clear, actionable format for senior stakeholders
- Strong written and verbal communication skills, with the ability to influence and engage across teams
- Solutions-focused mindset with the ability to manage priorities and deadlines in a fast-paced environment
- Demonstrates integrity, accountability and a drive for continuous improvement in all tasks
Benefits
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancecompliance monitoringcustomer outcome testingdata analysisreporting
Soft skills
written communicationverbal communicationinfluencingengagementsolutions-focused mindsetpriority managementdeadline managementintegrityaccountabilitycontinuous improvement