Customer Outcome Testing Analyst

1 month ago

Potters Bar, United Kingdom Canada Life Limited Full time
Duration: 12 months

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary:
We are looking for a customer outcome testing analyst to join our First Line Risk team.

Responsible for robust customer outcomes testing which includes planning, design and execution of reviews of customer journeys across all products to determine whether, based on their individual circumstances, they have received a good outcome from Canada Life.

The role will work closely with product owners, customer service teams and other stakeholders to ensure that the products and services meet the customer needs and expectations, as well as the regulatory and compliance standards.

You will also provide feedback and recommendations for improvement based on your testing results and analysis.

Role Responsibilities:

1) Plan and design test cases for customer outcomes testing to the required level of detail, accuracy, frequency and timescale to evidence that the right outcomes have been achieved for our customers. Collaborate with cross-functional teams to understand the business requirements, customer journeys, and user feedback.

2) Execute the testing plan. Identify, analyse, and report any defects, errors, or issues that affect the customer experience or the business outcomes.
Consider the adequacy of outcomes reached including assessing appropriate remediation where instances of poor outcomes are identified
Consider the adequacy of controls at all stages of the process to mitigate the risk of causing potential harm to our customers and suggest improvements where weaknesses are observed
Identify areas of emerging or actual risk, and escalate as appropriate to prevent consumer harm or poor outcomes

3) Communicate effectively with stakeholders and provide clear and concise test reports and recommendations.

4) Collate thematic findings (including the potential root cause and suggested remedial activities for any issues identified through Customer Outcomes Testing) to continually improve consistency and quality

5) Follow the best practices and standards for quality assurance testing and documentation. Keep up to date with the latest trends and developments in customer outcomes testing and financial services.

Experience Required:
• Experience in quality assurance testing, preferably in the financial services industry.
• Strong knowledge and skills in customer outcomes testing methodologies, tools, and techniques.
• Excellent analytical, problem-solving, and critical thinking skills.
• Strong communication, collaboration, and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced and dynamic environment.
• Attention to detail and quality orientation
• Advanced written and oral communication skills with the ability to present complex information and insights in a way that is accessible to everyone
• Excellent team player, able to interact cross-functionally at different levels within the organisation
• Strong stakeholder management skills at all levels of the organisation
• A proactive approach with the ability to react appropriately and effectively to changing circumstances and demands
• Obsessed with the customer and continuously looking to deliver an exceptional customer experience and better customer outcomes

Qualifications:
• Degree level education or relevant professional qualification / experience

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.

"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.

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