interactive investor

Risk

• Lead the Operational Risk framework across Customer Service and Operations
• Identify emerging operational risks through analysis of incidents, complaints, quality assurance, customer outcomes, audit findings and operational MI
• Maintain and continuously improve the Operations Risk Register
• Facilitate risk assessments and ensure risks are appropriately evaluated, documented and owned
• Challenge operational teams to ensure risks are understood and effectively managed
• Oversee the management of operational incidents and regulatory breaches
• Ensure robust Root Cause Analysis is completed for significant events
• Challenge corrective actions to ensure they address underlying causes rather than symptoms
• Monitor completion of actions and escalate overdue or ineffective remediation
• Identify repeat themes and systemic control weaknesses
• Support the development and maintenance of the Operational Control Framework
• Review the effectiveness of key controls across Operations
• Facilitate Risk & Control Self Assessments (RCSAs)
• Identify control gaps and recommend improvements
• Monitor control performance through Key Risk Indicators (KRIs) and assurance activity
• Produce insightful Operational Risk MI for governance forums
• Prepare papers for Operational Risk Committees and Executive governance
• Monitor regulatory breaches and ensure appropriate escalation
• Coordinate responses to internal and external audit findings
• Track audit actions through to completion
• Analyse complaints, customer feedback, quality assurance results and customer outcome testing to identify operational risks
• Ensure customer harm is identified early and appropriately mitigated
• Support the embedding of Consumer Duty principles across Operations
• Drive improvements that strengthen operational resilience and reduce repeat incidents
• Use data and insight to identify opportunities to simplify processes and improve controls
• Promote a proactive risk culture where operational teams own and manage risk effectively
• Support major change initiatives by assessing operational risk and control impacts

Operational Risk Manager

Designer

• Create high-quality end-to-end customer journey maps and service blueprints using agreed CX standards and methodologies.
• Document customer interactions, front-stage and back-stage processes, supporting systems and operational dependencies.
• Capture customer needs, pain points and "moments that matter" throughout the journey.
• Ensure journey documentation remains accurate and reflects agreed changes over time.
• Bring together insights from Customer Insights, Customer Services, Complaints, Operations, behavioural analytics and other available sources to build a holistic understanding of customer experiences.
• Identify customer pain points, root causes and opportunities through triangulation of multiple evidence sources.
• Translate research and operational insight into clear customer problems and opportunity statements.
• Plan and facilitate journey mapping and service blueprint workshops with cross-functional stakeholders.
• Build shared understanding of current customer journeys across teams.
• Challenge assumptions using customer evidence and encourage customer-centric decision making.
• Produce clear workshop outputs and agreed actions.
• Identify opportunities to improve customer journeys through simplification, automation or experience redesign.
• Assess opportunities against customer impact, business value and delivery effort.
• Support the creation of prioritised improvement roadmaps alongside Product, Operations and Delivery teams.
• Work with delivery teams to ensure customer intent is maintained throughout implementation.
• Support the definition of journey health measures and "moments that matter."
• Help maintain journey dashboards and performance reporting.
• Monitor journey performance and identify emerging trends or new opportunities for improvement.
• Work closely with Customer Insights, UX, Product, Customer Services, Operations and Commercial teams to ensure a shared understanding of customer journeys.
• Support the Customer Journey and Experience Manager in embedding consistent journey management practices across the organisation.
• Contribute to a culture of continuous improvement and customer-centred design.

Lead Service Designer

QA Engineer

• Review Transfer journeys to ensure they meet Quality Assurance standards based on our predetermined criteria and framework
• Complete accurate assessment reports for each case, ensuring a consistent and fair approach is maintained
• Participate in the monthly calibration reviews to ensure consistency across QA reporting
• Contribute to the ongoing review and improvement of the Quality Assurance guidelines
• Compile and record accurate Quality Assurance results
• Maintain/develop knowledge of both ii and industry regulations and any changes to FCA / ICO / FOS rules and guidelines
• Coach individual team members to drive performance improvements and deliver clear, actionable feedback
• Deliver on personal QA monitoring objectives promptly and accurately
• Maintain competence in line with department standards
• Effectively plan and organise daily activities and workloads
• Identify and highlight business issues and continuous improvement opportunities, providing recommendations
• Assist in investigations, analysis and identifying process enhancements

Quality Assurance Officer – Transfers Team

• Ensure the quality and reliability of software by planning, executing, and reporting on testing
• Represent QA in both Agile and Waterfall delivery models
• Attend Agile Ceremonies, provide input into test estimates, test approaches, and completion reports
• Create, maintain, and execute manual test cases aligned to project requirements and user stories
• Conduct risk-based testing in line with the overall test strategy
• Define and input test data into the test environment ensuring accuracy of data before use
• Collaborate with all areas of the business to complete testing on behalf of Internal, External Customers
• Support test activities post-implementation and during warranty periods
• Ensure functional and non-functional testing meets business and technical quality standards
• Own defect management: logging, tracking, prioritising, and retesting

QA Test Analyst

Product Manager

• As a Product Manager in our Product Team, you will work closely with Senior Product Managers, the Heads of Digital Product, and other stakeholders within the business, to ensure strategic alignment to ii’s objectives.
• You will contribute towards the product strategy, and will be customer obsessed, using data to lead and inform you on the direction that you take.
• As a manager within the product team, you will lead and mentor colleagues and use your skills and capabilities to deliver change – delivering the results needed both for the business and our customers.
• You and your team will be championing and owning outcomes, prioritising discovery, and challenging whether we are building, and have built the right thing.
• You’ll be responsible for creating and monitoring key performance indicators (KPIs), to spot trends, potential problems, and opportunities.
• Day to day, you will be working with your team and squad(s) to ensure they are supported and know the strategic direction which they should be aiming for – you’ll be spending time with subject matter experts across the business, along with senior stakeholders and exec sponsors, to understand where the opportunities lie and assist with prioritising which problems we tackle first.
• Working in discovery, you will be validating what we should be doing next, along with creating learnings on what we’ve delivered.
• You will utilise both quantitative and qualitative data – either working with teams who are able to perform this research/analysis or performing it yourself.
• You’ll be expected to distribute and share these learnings so that the team and wider business can learn and improve as we progress.
• When needed, you’ll have the opportunity to act in other roles and support teams in other ways, taking on some light project management and at times may need to act as the Product Owner within delivery squads, owning and managing product backlogs.
• You will be managing Product Analysts/Owners within the team, and will work closely with the Senior Product Managers, ensuring the team have the right mentoring, support and guidance needed to succeed in their role, whilst developing their career path with interactive investor.