Customer Outcome Testing Analyst Lead

An exciting opportunity has arisen for an experienced Customer Outcome Testing Analyst Lead to join a dynamic financial services organisation. This key role, reporting to the Customer Outcomes Manager, will be responsible for ensuring that the organization delivers excellent customer outcomes in line with Consumer Duty and other regulatory requirements. You will lead a team of Customer Outcome Testing Analysts, overseeing the entire process of outcome-based testing (OBT) for key customer journeys and interactions, ensuring processes meet the diverse needs of the company's customer base.

The role focuses on analysing customer journeys to assess the quality of outcomes, identifying both strengths and areas of improvement. You will work closely with internal stakeholders and external partners to provide insights that drive enhancements in communication, policies, and processes. As the Subject Matter Expert (SME) in Outcome-Based Testing, you will play a pivotal role in ensuring that both the company and its suppliers maintain the highest standards of customer service.

Key Responsibilities:
- End-to-End Testing: Lead the execution of OBT, reviewing all aspects of customer journeys from initial interaction to post-sale follow-up, ensuring positive outcomes.
- Root Cause Analysis: Conduct detailed analyses to identify patterns, trends, and root causes of both good and poor customer outcomes.
- Continuous Improvement: Collaborate with key departments, including customer service, compliance, and product development, to recommend improvements based on OBT results and enhance overall customer experience.
- Governance and Reporting: Provide comprehensive MI (Management Information) and findings to senior leadership, presenting insights at relevant governance forums and ensuring effective escalation of issues.
- Compliance and Risk Management: Work with the risk and compliance teams to ensure that all customer interactions meet FCA standards and minimise exposure to regulatory and business risks.
- Stakeholder Engagement: Act as a key stakeholder in Consumer Duty implementation, ensuring that all relevant changes are embedded across the business, and support operational and compliance teams in adhering to these standards.
- KPI Management: Manage testing activities in alignment with the OBT plan, ensuring team KPIs and deadlines are met, while providing regular feedback and coaching to team members to support their personal development.
- Staff Training and Mentor-ship: Lead, motivate, and develop your team, ensuring that all analysts understand OBT principles, objectives, and regulatory expectations, and contribute to a positive working environment.
- Process and Policy Improvement: Use findings from OBT to identify gaps in policies or procedures, recommending and supporting the implementation of changes that improve customer outcomes.

Additional Responsibilities:
- Attend and contribute to internal forums and committees to ensure customer outcome strategies are effectively communicated and integrated across the business.
- Participate in cross-functional calibration sessions with quality assurance, complaints, and root cause analysis teams to align OBT outputs and drive consistent improvements in customer service.
- Liaise with external partners and suppliers to review and ensure their compliance with customer outcome standards.

Competencies and Skills Required:
- In-depth knowledge of FCA regulations, especially DISP, GDPR, and Consumer Duty, and a thorough understanding of compliance requirements within retail/consumer finance.
- A proven track record in customer outcome testing, complaint handling, and root cause analysis, preferably within the financial services sector.
- Strong analytic skills, with the ability to interpret data, assess findings, and provide actionable insights that align with business objectives.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organisation.
- Strong leadership skills, with experience managing teams and fostering a collaborative, high-performing environment.
- High degree of flexibility, resilience under pressure, and the ability to adapt to regulatory and operational changes.

Qualifications and Experience:
- Demonstrable experience in a customer outcome testing or regulatory compliance role within financial services.
- Strong working knowledge of FCA Rule Books and relevant consumer finance regulations.
- Proven ability to lead and mentor teams, driving performance and quality standards.
- Experience of working in a fast-paced, customer-focused environment, with a commitment to delivering good customer outcomes.
- High proficiency in data analysis, with experience in MI reporting and dashboard creation.

Why Join?
This is a fantastic opportunity to take on a strategic role within a respected financial services organisation. You will have the chance to make a real impact by driving improvements in customer outcomes and ensuring that the company not only meets but exceeds regulatory standards. If you are passionate about customer advocacy and compliance, and thrive in a leadership role, this position offers both challenge and reward.

If you believe you have the skills, experience, and drive to succeed in this role, we encourage you to apply!

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