Customer Outcomes Analyst (Finance)

TL;DR

Customer Outcomes Analyst (Finance): Monitoring and optimizing customer experience indicators and complaint-related oversight within outsourced operations with an accent on Consumer Duty alignment and risk identification. Focus on analyzing CSAT, conducting quality assurance sampling, and ensuring regulatory compliance to prevent customer harm.

Location: Bath, UK (flexible working arrangements considered)

Company

hirify.global is a long-standing asset management and insurance firm with a 175-year heritage, providing comprehensive savings and investment solutions.

What you will do

• Monitor customer outcome indicators to ensure full alignment with Consumer Duty expectations.
• Oversee complaint-related MI, redress, and root cause analysis to identify and escalate risks of customer harm.
• Provide quality and assurance insights through sampling, QA, call listening, and speech analytics.
• Review CSAT and customer feedback outputs to identify trends indicating poor customer experience.
• Maintain comprehensive evidence of outcomes oversight, documented decisions, and remediation tracking.
• Ensure fairness and timeliness in customer support, focusing on vulnerability impacts and persistent poor outcomes.

Requirements

• Experience in customer operations, complaints management, QA, or customer insight.
• Strong analytical judgment and the ability to assess evidence to identify emerging risks.
• Understanding of Consumer Duty and customer outcomes frameworks (preferred).
• Must be based in or able to work from Bath.

Culture & Benefits

• Valuable pension scheme with 13% employer contributions.
• 38 days of annual leave, including bank holidays, with options to purchase more.
• Private healthcare, critical illness cover, and life assurance.
• Access to Share Save and Share Incentive Plans.
• Inclusive culture with a "Disability Confident Leader" accreditation and strong parental leave policies.