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QA Customer Outcome Journey Specialist, Skipton
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Client:
Skipton
Location:
Skipton, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
016215c9087c
Job Views:
2
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
QA Customer Outcome Journey Specialist
Hours: 14 hours per week, across two days. One of the working days must be either Tuesday or Wednesday on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.
Salary: £27,900 Pro Rata
Closing Date: Wed, 16 Jul 2025
Customer Journey reviews are about being curious. It's about looking at the full journey for our customers to ensure we meet our customers' expectations, the regulatory requirements, and protect the Society. We have a great opportunity available for someone to join our Customer Outcome Journey Team as a Customer Outcome Journey Specialist.
The role covers journey across savings, including complaints and bereavement, ensuring we deliver good customer outcomes. The overriding factor is on the customer outcomes, ensuring you contribute to the control environment as part of the first line of defence within our '3 lines of defence' model for managing Regulatory, Conduct Risk, and operational quality.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organization. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
The team you will be joining is the Customer Outcome - Vulnerable Customers, Consumer Duty, and Savings Journey Team. This team of 8 colleagues collaborates with stakeholders across Money and Home Financing. The team consists of 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists.
Customers are at the forefront of everything we do. We work closely with the bereavement, complaints, Branch, and Money Direct teams to ensure we deliver good customer outcomes.
What's In It For You?
Skipton values work/life balance and supports hybrid and flexible working, where possible. We have a newly refurbished head office offering a vibrant and collaborative workspace.
Additional benefits include:
* Annual discretionary bonus scheme
* 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
* Holiday trading scheme allowing the ability to buy and sell additional annual leave days
* Matching employer pension contribution (up to 10% per annum)
* Colleague mortgage (conditions apply)
* Salary sacrifice scheme for hybrid & electric cars
* Commitment to training and development
* Private medical insurance
* 3 paid volunteering days per annum
* Diverse and inclusive colleague networks including Carers and Pride Alliance groups
* Health and wellbeing benefits including cycle to work and discounted gym membership
What Will You Be Doing?
* Develop & maintain strong relationships, working collaboratively with leaders to improve customer outcomes.
* Challenge processes to ensure they are fit for purpose, deliver benefits, and achieve efficiencies.
* Produce and analyze monthly MI and identify trends.
* Work cross-functionally within the team to understand overall customer outcome journey performance, considering trends and repeat issues impacting reviews.
What Do We Need From You?
We are looking for an empathetic, enthusiastic, and driven individual with attention to detail and confidence in knowing what a great customer outcome looks like.
You should be:
* Able to make decisions independently
* Curious and brave to ask questions, challenge, and keep the customer at the center
* Excellent in verbal and written communication with stakeholders at all levels
* Organized with good prioritization skills and able to manage deadlines
* Knowledgeable of Money and Homes processes
* Collaborative in your work, liaising with various stakeholders
* Understanding of the Society's Customer Strategy and Proposition
* Working knowledge of FCA requirements including conduct risk and consumer duty, with ability to interpret regulations and apply them to role
We offer training and development, and this role provides a great opportunity for career progression, including regulatory qualifications.
Job ID JR3063 #J-18808-Ljbffr