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Together we create solutions that simplify life for the many people
At Ikano Bank, we thrive on values and collaboration. Join us in making a difference.
At Ikano Bank, our core values - common sense and simplicity, working together, and daring to be different - guide us in all that we do. We believe in operating on fair terms, whether it's for our clients, our customers, or ourselves. Founded by Ingvar Kamprad, with an entrepreneurial spirit and IKEA heritage, we are entrepreneurial bank with big ambitions.
Reporting to the Customer Outcomes Manager, the Customer Outcome Testing Analyst Lead will, conduct outcome-based testing [OBT] and share associated MI and controls findings with the UK Branch.
As part of a centralised function and leading a team of Customer Outcome Testing Analysts, you will be responsible for completing end-to-end testing of key customer journeys to determine if we delivered a good customer outcome. You will take into account the individual circumstances of customers, meaning that we are able to continually review and enhance processes to ensure they cover the needs of a much broader spectrum of customers. You will identify key themes for the causes of customer harm / poor outcomes to support communication, process, and policy enhancements, which benefit our customers. You will become the Subject Matter Expert [SME] in OBT and an advocate of OBT standards to drive the right outcome for customers who interact with Ikano, including our suppliers where applicable. You will provide insight for colleague feedback to support our frontline colleagues to drive quality performance ensuring we are consistently delivering a good outcome to customers in line with the requirements of Consumer Duty and business objectives.
You will drive improvements in standards, reductions in impact and / or likelihood of regulatory and business risks and identify and support with the delivery of sustainable enhancements to drive Good Customer Outcomes. You will play an active part in the UK branch governance structures, attending and presenting your findings in the UK Customer & Compliance forum and a key attendee at other forums and committees.
Your Role & Responsibilities As Customer Outcome Testing Lead
* Complete end to end reviews and assess the overall outcome of the customer journey.
* Identify themes/trends by conducting root cause analysis for both good and poor outcomes.
* Identification of 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.
* Provision of MI, findings, and actions.
* Support governance pack production and attend all relevant forums / committees to discuss holistic findings, themes, and suggested actions needed to improve on customer outcomes.
* Ensure Risk Events are reported as soon as identified and tracked to conclusion.
* Contribute to the Customer Outcome Performance Dashboard that monitors key measures/KRI’s to evidence good customer outcomes are being delivered.
* Be a key stakeholder in the implementation and embedding of Consumer Duty regulations from a 1st line perspective
* Contribute to the Conduct Risk Dashboard with appropriate KRI measures to assess exposure to conduct risk and compliance to regulations.
* Attend and contribute to the UK Branch Customer & Compliance forum in line with governance developing quality documentation to assess our customer outcome position
* Play an active part in other forums and committee structure delivering business updates and executing appropriate activity as a standard agenda
* Work closely with the Customer Outcomes Manager in delivering against the regulatory requirements of the Branch to ensure that all mandatory regulatory changes are effectively implemented into the UK Branch
* With Consumer Duty in mind, conduct OBT testing activity in line with the OBT plan.
* Ensure all customer related functions and processes are performed in line with the approved operating procedures as well as assessing that customer expectations are met, and good outcomes are achieved.
* Manage OBT activity within OBT plan timescales and deliver KPI outputs
* Contribute to calibration sessions within the OBT & Quality monitoring teams to ensure OBT outputs are consistent.
* Establish the root cause of failed OBT outputs to help minimise any re-occurrences and proactively recommend actions to drive service and product related improvements.
* Identify any remedial actions, including risk events, providing feedback to the Operational area / Senior Management in the UK Branch for action.
* Motivate and supervise the customer outcome testing analysts
What skills will you bring?
* Demonstrates sound understanding of legal and regulatory requirements impacting retail/ consumer finance lending
* Ability to be self-motivated with the desire to develop strong relationships
* Ability to work automatously and also collaborate as part of a team
* Capable of working with minimum supervision
* High degree of flexibility and responsiveness in approach to work
* Ability to be resilient under pressure and willing to work with the challenges bought by change
* Be able to demonstrate commercial awareness, with the ability to contribute to the wider business agenda
* Good stakeholder management
* Able to work at pace within an agile environment
* Approachable and willing to take on tasks that may be adjacent to or outside of immediate work area in order to resolve issues
* Problem solving and decision-making skills
* Ability to clearly assess findings and summarise outputs
What experience will you bring?
* Good knowledge of applicable FCA Rule books
* Good knowledge of Outcome based testing and Complaint Handling policies and processes
* Understanding of FCA regulations and financial services compliance generally
* A good understanding of regulations in particular DISP, GDPR and Consumer Duty
* Understanding of what good customer outcomes look like.
* Previous experience of working in or for the financial services sector
Join us now – together we will find a better way
If you're a professional seeking a new opportunity with a company that values collaboration, diversity, personal growth, and offers impactful projects, Ikano Bank is the place for you. This position is a full-time employment within the UK Nottingham Market
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