Customer Outcomes Analyst (Fintech)

TL;DR

Customer Outcomes Analyst (Fintech): Monitoring customer experience indicators and overseeing complaint-related data to ensure alignment with Consumer Duty expectations with an accent on quality assurance and risk remediation. Focus on identifying trends in customer harm, conducting QA sampling, and maintaining oversight evidence for regulatory compliance.

Location: Bath, UK (Flexible working arrangements available)

Company

hirify.global is a long-established asset management and insurance firm providing a wide range of savings and investment solutions.

What you will do

• Monitor customer outcome indicators and ensure alignment with Consumer Duty across customer journeys.
• Oversee complaints MI, redress, and root cause themes to escalate risks of customer harm.
• Provide quality and assurance insights through sampling, QA, and speech analytics.
• Review CSAT and customer feedback to identify trends in poor customer experience.
• Maintain detailed oversight packs, QA methodologies, and documentation of decisions.

Requirements

• Experience in customer operations, complaints, QA, or customer insight.
• Strong analytical judgement and ability to identify emerging risks of customer harm.
• Understanding of Consumer Duty and customer outcomes frameworks (preferred).
• Must be based in the UK or have valid work authorization for the UK.

Culture & Benefits

• Competitive pension scheme of up to 18%.
• 38 days of annual leave including bank holidays, with options to purchase more.
• Comprehensive health and protection cover, including Private Healthcare, Critical Illness, and Life Assurance.
• Inclusive parental leave via the Inspiring Families policy.
• Access to Share Save and Share Incentive Plans.