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Client Outcome Evaluation Analyst

2 months ago

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

Canada Life Limited is dedicated to addressing the retirement, investment, and protection needs of individuals, families, and organizations.

Our mission is to foster better futures for our clients, partners, and employees by functioning as a modern, agile, and inclusive organization.


As a subsidiary of Great-West Lifeco, Canada Life Limited has been a trusted entity in the United Kingdom since 1903. Our team comprises numerous respected and supported professionals committed to prioritizing the needs of our clients and colleagues.

Canada Life Limited is undergoing a transformation to enhance its customer-centric approach by equipping our clients with expertise in financial and tax planning, offering home finance and annuities solutions, and delivering collective fund options to third-party clients.

Job Summary:

We are seeking a Customer Experience Testing Specialist to join our First Line Risk team.

This role entails conducting thorough evaluations of customer outcomes, which includes the planning, design, and execution of reviews of customer journeys across all products to ascertain whether, based on their unique circumstances, they have achieved favorable outcomes with Canada Life.

Collaboration with product owners, customer service teams, and other stakeholders is essential to ensure that our products and services align with customer needs and expectations, as well as regulatory and compliance standards.


You will also be responsible for providing constructive feedback and recommendations for enhancements based on your testing results and analyses.

Role Responsibilities:

1) Develop and design test cases for customer outcome evaluations with the necessary level of detail, accuracy, frequency, and timelines to demonstrate that our clients have received the right outcomes. Collaborate with cross-functional teams to comprehend business requirements, customer journeys, and user feedback.

2) Implement the testing plan. Identify, analyze, and report any defects, errors, or issues that may impact the customer experience or business outcomes.
Assess the adequacy of outcomes achieved, including appropriate remediation for instances of suboptimal outcomes.
Evaluate the effectiveness of controls at all stages of the process to mitigate risks that could potentially harm our clients and propose improvements where weaknesses are identified.
Recognize areas of emerging or actual risk and escalate as necessary to prevent consumer harm or unfavorable outcomes.

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

4) Gather thematic findings (including potential root causes and suggested remedial actions for any issues identified through Customer Outcome Evaluations) to continuously enhance consistency and quality.

5) Adhere to best practices and standards for quality assurance testing and documentation. Stay informed about the latest trends and developments in customer outcome evaluations and financial services.

Experience Required:

  • Experience in quality assurance testing, preferably within the financial services sector.
  • Strong knowledge and skills in customer outcome evaluation methodologies, tools, and techniques.
  • Excellent analytical, problem-solving, and critical thinking abilities.
  • Strong communication, collaboration, and interpersonal skills.
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment.
  • Attention to detail and a commitment to quality.
  • Advanced written and verbal communication skills with the capability to present complex information and insights in an accessible manner.
  • A strong team player, capable of interacting cross-functionally at various levels within the organization.
  • Strong stakeholder management skills at all organizational levels.
  • A proactive mindset with the ability to respond appropriately and effectively to changing circumstances and demands.
  • A strong focus on customer satisfaction and a commitment to delivering exceptional customer experiences and improved outcomes.

Qualifications:

  • Degree-level education or relevant professional qualifications/experience.
Benefits of working at Canada Life

We believe in recognizing and rewarding our employees, offering a competitive salary and benefits package that is regularly reviewed.

As a colleague at Canada Life Limited, you will receive a competitive salary and a comprehensive rewards package, including a generous pension and bonus scheme, along with income protection, private medical insurance, and life assurance.

We provide a wide range of additional benefits and support services, as well as opportunities for personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us.

We prioritize doing the right thing for our employees, clients, and community, and we strive to help others build better futures.

Our core behaviors shape and influence our work, and are central to the relationships we cultivate with others.

Every day, we are encouraged to be more curious, take ownership of outcomes, collaborate effectively, and find solutions together.

We aim for our colleagues to have fulfilling careers with us, which is why we invest in the development of our people, technology, and workplaces.

This commitment includes offering a variety of training, flexible working arrangements, and opportunities for growth and development.

Diversity and Inclusion

We are committed to 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.

We take pride in the progress we are making in diversity, equity, and inclusion, and we continue to focus on this important area.


"At Canada Life, we believe in the power of great people from diverse 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 Limited

We understand that everyone has different work and life responsibilities.

We are open to discussing flexible working arrangements, including part-time options, for any of our roles should this be a requirement for you.