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Consumer Results Assessment 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 requirements of individuals, families, and businesses.

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


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

Canada Life Limited is undergoing a transformation to establish a more customer-centric business model 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 Outcomes Evaluation Analyst to join our First Line Risk team.

This role entails conducting thorough customer outcomes evaluations, 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.

The successful candidate will collaborate closely with product owners, customer service teams, and other stakeholders to ensure that our products and services align with customer needs and expectations, as well as meet regulatory and compliance standards.


You will also be responsible for providing insights and recommendations for enhancements based on your evaluation results and analyses.

Role Responsibilities:

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

2) Implement the evaluation plan. Identify, analyze, and report any defects, errors, or issues impacting the customer experience or business outcomes.
Assess the adequacy of outcomes achieved, including evaluating appropriate remediation where instances of suboptimal outcomes are identified.
Evaluate the effectiveness of controls at all stages of the process to mitigate the risk of potential harm to our clients and propose improvements where vulnerabilities are identified.
Recognize areas of emerging or actual risk, and escalate as necessary to avert consumer harm or adverse outcomes.

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

4) Compile thematic findings (including potential root causes and suggested remedial actions for any issues identified through Customer Outcomes 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 outcomes evaluations and financial services.

Experience Required:

  • Experience in quality assurance testing, preferably within the financial services sector.
  • Strong knowledge and expertise in customer outcomes evaluation methodologies, tools, and techniques.
  • Excellent analytical, problem-solving, and critical thinking abilities.
  • 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 a commitment to quality.
  • Advanced written and verbal communication skills with the capability to present complex information and insights in an accessible manner.
  • Excellent team player, capable of interacting cross-functionally at various levels within the organization.
  • Strong stakeholder management skills at all organizational levels.
  • A proactive approach with the ability to respond appropriately and effectively to changing circumstances and demands.
  • A strong focus on the customer and a continuous drive to deliver an exceptional customer experience and improved customer outcomes.

Qualifications:

  • Degree-level education or relevant professional qualification/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 Canada Life Limited colleague, 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 fantastic array of additional benefits and support services, as well as regular personal and professional development opportunities.

How we work at Canada Life

Our culture is unique and incredibly important to us.

We are committed to doing the right thing for our employees, customers, and community, helping others to build better futures.

Our guiding behaviors shape and influence how we operate and are central to the relationships we cultivate with others.

Each day, we are encouraged to be more curious, take ownership of outcomes, collaborate effectively, and find a way forward.

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

That's why we offer a range 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 prioritize it as a significant focus.


"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 if this is a requirement for you.