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Outcomes Testing Analyst

Apply now Job no: 034126
Work type: Permanent Full Time
Location: Scotland - Glasgow City Centre
Categories: IT, Digital, Analyst

Business Unit: Information Security & Resilience (CISRO), COO
Salary: £21,320 - £26,650 (DOE)
Location: Glasgow
Employment Type: Permanent Full Time

At CYBG we are purpose led and committed to providing good outcomes for our customers, ensuring customers are treated fairly and have a positive experience with the Bank. We are looking for people who are naturally curious, and willing to go the extra mile to provide our customers with the support they need to succeed, and currently we have exciting opportunities within our Outcomes Testing team for Outcomes Testing Analysts.

Reporting to the Senior Outcomes Testing Manager, the Outcomes Testing Analyst will be responsible for performing outcomes testing across several customer journeys in order to provide assurance over the fairness, appropriateness and quality of customer outcomes reached. They will focus on driving improvements in customer outcomes and work with the business to continually improve and enhance the customer experience.

We're looking for self-motivated enthusiastic individuals, who are ready to make a real difference to a successful and expanding team.

The Outcomes Testing Analyst role is all about…

  • Providing assurance over the fairness, appropriateness and quality of customer outcomes reached, ensuring testing and associated results are centrally and consistently recorded.
  • Ensuring that outcomes testing is performed in line with the agreed outcomes testing frameworks and methodologies, and regulatory requirements.
  • Ensuring timely and effective feedback and coaching is provided to the colleagues and teams being reviewed.
  • Performing effective trend and root cause analysis to identify and highlight performance, procedural, and/or policy improvement areas, ensuring this is captured appropriately for colleague feedback, and associated management reporting.
  • Working collaboratively across the Outcomes Testing team to ensure the outcomes testing plan is delivered, with all testing completed in a timely manner and to the required standard.
  • Collaborating effectively with the business to ensure action is taken to continually improve the customer experience and business processes as required.
  • Through the outcomes testing performed and lessons learned, assessing whether the business areas have appropriate controls in place to ensure fair customer outcomes, identifying and highlighting any areas for improvement.
  • Supporting in the delivery of weekly and monthly management reporting for key governance committees and stakeholders.
  • Ensuring a continuous improvement mindset to remove waste in processes and enhance the customer experience, as well as the outcomes testing frameworks and methodologies.
  • Being cognisant of any changes to regulatory requirements and/or internal business processes, and assess the impact on customer outcomes, business processes and the outcomes testing frameworks and methodologies.

We`d like you to bring…

  • Experience in customer outcomes/assurance testing in a similar role, preferably in financial services, banking or other relevant industry. 
  • A strong customer focused culture, with a balanced approach to customer outcomes, conduct and operational challenges.
  • Experience in performing root cause analysis, identifying trends and issues, and ensuring remedial action is taken.
  • Knowledge and understanding of FCA regulatory requirements with regards to customer outcomes and the fair treatment of customers.
  • Knowledge of customer outcome focused frameworks and methodologies, including risk management and continuous improvement policies.
  • Knowledge of general banking procedures and processes.
  • Experience in communicating and collaborating with a variety of stakeholders across the business.
  • Experience in providing effective feedback and coaching to colleagues in relation to customer outcomes.
  • A continuous improvement mindset to improve customer journeys to achieve fair and positive customer outcomes.
  • An ability to challenge approach in a constructive manner, with a focus on providing solutions not problems.
  • An ability to make sound decisions and judgements, with strong analytical skills.
  • An ability to influence change in a positive and collaborative manner and turn ideas into practical solutions.
  • Excellent oral and written communication skills.

RED HOT Rewards...

  • A generous holiday package and the option to buy more!
  • Private Medical Insurance - with the option to extend to family members.
  • Pension!  A market leading pension – we’ll top up your contributions too.
  • Flexible benefits – customise your rewards to work for you!

If this sounds like a role for you, then please click the link below to apply.

If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.

Inclusion is at the heart of our culture. It’s written into our values. As part of our inclusion strategy, we want to build a truly inclusive culture, where every colleague and customer feels they belong, and our recruitment process reflects this approach.



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Applications close: GMT Standard Time

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