Customer outcome manager

Customer Outcome Manager

Location: Nottingham Trent House, Nottingham, United Kingdom.

About the role

We are seeking an experienced leader to manage our UK customer testing programme. As the lead of the Customer Outcome Testing team, you will be responsible for developing and overseeing the testing team, enhancing our testing strategy and collaborating with senior stakeholders across the UK business.

Responsibilities

• Oversee the Customer Journey testing programme, ensuring an effective and efficient approach to testing.
• Develop and mentor the testing team fostering an environment of continuous improvement and excellence.
• Inform senior stakeholders results via formalised reports informing them of improvement opportunities, actionable feedback and recommendations.
• Be a key feed of information into the Customer Outcome and Insight Committee supporting AEs in monitoring their processes.
• Enhance and refine the testing methodology, adapting best practices and innovating approaches.
• Collaborate with insight providers across the whole UK business.

Qualifications

• Outcome testing or Quality Assurance experience in a regulated environment.
• Ability to lead a testing programme delivering results through others.
• Ability to self‑identify process improvements to improve efficiency, and then execute them.
• Great stakeholder management skills and the ability to influence and collaborate with a wide range of different people.
• Ability to partner within and beyond the team, building productive, cross‑business relationships and analysing and sharing results and insights through reports.
• Strong organisational skills and the ability to remain focused and flexible in a changing environment.

Location & Working Arrangements

This is a permanent position based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. You will be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Benefits

We offer high‑performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers). Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance with flexible benefits available including season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave.

Open‑plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.

Equal Opportunity Employer

At Capital One we are committed to diversity in the workplace. If you require a reasonable adjustment, please contact [contact email]. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.