What is the opportunity?
This is an exciting opportunity to join our Customer Outcome Testing team as Bank of Ireland UK continues to establish good customer outcomes! You will use your knowledge of Regulatory Requirements and experience as an outcome tester to deliver independent 1st Line of defence monitoring and oversight.
You will carry out tests on a range of key customer journeys to supervise and advise the bank on its dedication to delivering good customer outcomes - operating a key control: Customer Outcome Testing.
Please note this is a 12-month fixed-term contract, and the successful candidate can be based in Belfast, Bristol, or London.
In this role you will:
1. Deliver Customer Outcome Testing Assessments in line with the Framework and prescribed guidance and templates;
2. Identify and report emerging risks and issues related to customer treatment, and suggest potential improvements for customer journeys;
3. Maintain up-to-date knowledge of relevant businesses and regulatory requirements, including regulator expectations;
4. Act as a Culture Champion for Customer Focus within your team and with wider stakeholders;
Some travel may be required to UK or ROI-based offices as appropriate.
What will make you stand out?
1. Experience in operational or conduct monitoring/testing roles within financial services or other regulated industries;
2. Strong focus on delivering good outcomes for customers;
3. Extensive knowledge of Retail Banking products and services;
4. Excellent attention to detail and communication skills, both written and oral;
Bonus (not essential): experience in compliance and/or risk roles within financial services.
Essential Qualifications
No specific qualifications or minimum educational requirements are necessary for this role.
More about the team
At Bank of Ireland UK, our purpose is to enable our customers, colleagues, and communities to thrive. We do this by partnering with trusted UK brands and intermediaries to offer simple, flexible, and accessible financial services and products.
UK Operations handle the key processes that deliver our services, focusing on efficiency, reliability, and resilience.
#BOICareers
Why work with us?
We prioritize work-life balance with flexible working options, 24 days annual leave, and excellent pension contributions. We support diverse family needs with policies like 6 months paid maternity leave, fertility and surrogacy support, and working parent programs.
Your wellbeing is important; we offer an employee assistance program and encourage professional development to grow your career.
Key Competencies
* Manage Risk - People Manager
* Accountable - Self
* Customer Focused - Self
* One Group, One Team - People Manager
* Agile - Self
Agency assistance will be engaged directly by the Bank of Ireland Recruitment Team. Unsolicited CVs from agencies will not be accepted.
We are committed to building an inclusive, diverse workplace. We welcome applications from all backgrounds and provide accommodations during the recruitment process for disabilities, neurodivergence, or medical conditions. Please contact us if you require assistance.
Apply now
Our application process is quick. For questions or help with your application, fill out this form, and our recruitment team will contact you via email.
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