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Kind Consultancy is working with a growing specialist challenger bank which is currently seeking an Outcome Tester to join them in a full-time, permanent role paying circa £40,000 with a hybrid work model based out of their West Midlands office.
Reporting to the Customer Outcomes Team Leader, the Outcome Tester will conduct outcome-based testing and share their findings, with key responsibilities including:
- Completing end-to-end reviews and assessing the overall outcome of the customer journey.
- Identifying themes and trends by conducting root cause analysis for both good and poor outcomes.
- Identifying subsequent actions for internal progression where applicable to our service offering or where the cause of a poor outcome is due to retailer / supplier defined elements of the service such as customer communication, website content, ensure these are captured for escalation.
- Sharing MI, findings, and actions.
- Ensuring Risk Events are reported as soon as they are identified and tracked to conclusion.
- Contributing to the Customer Outcome Performance Dashboard that monitors key measures to evidence good customer outcomes are being delivered
Our ideal candidate for the Outcome Tester opportunity:
- Has good knowledge of Outcome based testing and the associated policies and processes
- Has good knowledge of FCA regulations and financial services compliance generally and the applicable FCA Rulebooks, DISP, GDPR and Consumer Duty
- Demonstrates a strong understanding of what good customer outcomes look like, developed during previous Outcome Testing experience
If you're interested in the Outcome Tester role, have the necessary skills and experience, and are based in or can commute to the West Midlands, please apply with an updated CV today.
