Customer Outcomes Analyst

TL;DR

Customer Outcomes Analyst (Customer Experience/Compliance): Overseeing customer outcomes and quality indicators within outsourced operations with an accent on Consumer Duty expectations and risk identification. Focus on monitoring complaint-related MI, conducting quality assurance sampling, and remediating customer harm.

Location: Bath, UK (Flexible working arrangements considered)

Company

A long-standing savings and investments firm with over 175 years of heritage, specializing in asset management and insurance solutions.

What you will do

• Monitor customer outcome indicators to ensure alignment with Consumer Duty expectations across customer journeys.
• Oversee complaint-related MI, perform root cause analysis, and escalate risks of customer harm.
• Conduct and coordinate quality assurance sampling, call listening, and speech analytics to evidence interaction quality.
• Review CSAT and customer feedback to identify and escalate trends indicating poor customer experience.
• Maintain comprehensive oversight packs, documented decisions, and evidence of remediation for outcome risks.

Requirements

• Experience in customer operations, complaints, QA, or customer insight.
• Strong analytical judgement and the ability to identify emerging risks of customer harm.
• Understanding of Consumer Duty and customer outcomes frameworks preferred.
• Must be based in or able to work from Bath, UK.

Culture & Benefits

• Competitive pension scheme with employer contributions up to 13% (18% total).
• 38 days of annual leave including bank holidays, with options to purchase additional days.
• Comprehensive health and protection cover, including private healthcare and life assurance.
• Inclusive "Inspiring Families" policy with paid parental leave for maternity, adoption, and paternity.
• Access to Share Save and Share Incentive Plans.