Outcome Tester

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000

Job description

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Group as an Outcome Testing Analyst where you will be part of the Chief Controls Office, responsible for supporting the Outcome Testing Manager and Senior Retail Quality Assurance Manager in delivering exceptional levels of oversight to the Retail businesses, whilst maintaining compliance with applicable policy, process, and controls.

Our ideal team member will have previous experience working closely with internal and external stakeholders to provide insights that drive enhancements in communication, policies, and processes.

RESPONSIBILITIES

• To perform comprehensive end-to-end testing "case studies" that assess customer journeys across various departments, including portions managed by third-party providers, to determine whether positive customer outcomes are being achieved within the current operational processes.
• Conduct detailed analyses to identify patterns, trends, and root causes of both good and poor customer outcomes.
• Support the Outcome Testing Manager in providing comprehensive MI (Management Information) and findings to senior leadership, presenting insights at relevant forums and ensuring effective escalation of issues.
• Support the Outcome Testing Manager in collaborating with key departments, including customer service, compliance, and product to recommend improvements based on OBT results and enhance overall customer experience.
• Maintain a high understanding of the company’s products, processes, and controls along with regulatory changes to ensure that all actions are appropriate and in keeping with all business requirements and/or regulatory needs.
• Support the Outcome Testing Manager to develop and maintain the CoT framework and plan for measuring and testing outcomes, ensuring customers in vulnerable circumstances are included.
• Document your findings accurately to enable the testing to be reviewed and re-performed as necessary.
• Utilise data to identify and investigate root cause and trend analysis for testing.
• Escalate instances of customer harm and/or risk to senior stakeholders.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Competent in Microsoft Excel.
• Experience in journey testing to ascertain whether customers receive good outcomes within the existing ways of working.
• Excellent understanding of regulatory compliance and risk management.
• Passionate about delivering service excellence and a drive to achieve the best outcomes for customers.
• Ability to interpret data, and evidence of utilising data analysis to influence operational decisions.
• Demonstrated ability to meet deadlines, being self-motivated with excellent time management skills.
• An excellent history of high-quality personal performance and a desire to exceed expectations.
• Conflict handling skills and ability to provide positive but constructive feedback.
• Strong oral and written communication skills.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• A strong level of product and technical knowledge.
• Experience in an operational-based environment.
• Experience of coaching and developing others.
• The ability to handle a diverse range of projects/duties simultaneously with constantly changing priorities.

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.