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Customer Outcomes Testing Lead

2 months ago

Nottingham, Nottingham, United Kingdom Ikano Bank AB (publ), UK Branch Full time

Position Type: Full Time, Permanent

We are pleased to announce an opportunity at Ikano Bank for a dedicated professional to join our Customer Outcomes Team as a Customer Outcomes Testing Lead.

In this role, you will report directly to the Customer Outcomes Manager and will be responsible for executing outcome-based assessments (OBT) while sharing relevant management information and control findings with the UK Branch.

Your primary focus will be to pinpoint significant themes that contribute to customer detriment or suboptimal outcomes, thereby facilitating enhancements in communication, processes, and policies that ultimately benefit our clientele. You will serve as the Subject Matter Expert (SME) in OBT, championing OBT standards to ensure favorable outcomes for customers interacting with Ikano, including our suppliers when necessary. Additionally, you will provide insights to support our frontline colleagues in achieving quality performance, ensuring we consistently meet customer expectations in alignment with Consumer Duty and our business goals.

Key Responsibilities:

  • Conduct comprehensive reviews to evaluate the overall customer journey outcomes.
  • Identify patterns and trends through root cause analysis for both positive and negative outcomes.
  • Determine necessary actions for internal improvements related to our service offerings or issues stemming from retailer/supplier-defined elements, such as customer communication and website content, ensuring these are escalated appropriately.
  • Deliver management information, findings, and actionable insights.
  • Assist in the preparation of governance documentation and participate in relevant forums and committees to discuss holistic findings, themes, and recommended actions for enhancing customer outcomes.
  • Ensure that Risk Events are reported promptly and tracked to resolution.
  • Contribute to the Customer Outcome Performance Dashboard, monitoring key measures and Key Risk Indicators (KRIs) to demonstrate the delivery of positive customer outcomes.
  • Act as a key stakeholder in the implementation and integration of Consumer Duty regulations from a first-line perspective.
  • Support the Conduct Risk Dashboard with appropriate KRI measures to evaluate exposure to conduct risk and compliance with regulations.
  • Engage in the UK Branch Customer & Compliance forum, developing quality documentation to assess our customer outcome status.
  • Participate actively in other forums and committees, providing business updates and executing necessary activities as part of the standard agenda.
  • Collaborate closely with the Customer Outcomes Manager to ensure that all mandatory regulatory changes are effectively implemented within the UK Branch.
  • Conduct OBT testing activities in accordance with the OBT plan, keeping Consumer Duty in mind.
  • Ensure all customer-related functions and processes adhere to approved operating procedures while meeting customer expectations and achieving positive outcomes.
  • Manage OBT activities within the timelines set by the OBT plan and deliver on Key Performance Indicators (KPIs).
  • Contribute to calibration sessions within the OBT and Quality Monitoring teams to ensure consistency in OBT outputs.
  • Identify the root causes of failed OBT outputs to minimize recurrence and proactively recommend actions for service and product improvements.
  • Identify any necessary remedial actions, including risk events, and provide feedback to the Operational area and Senior Management for action.
  • Oversee the line management of two Customer Outcome Testing Analysts.

Required Skills:

  • Strong understanding of legal and regulatory requirements affecting retail and consumer finance lending.
  • Self-motivated with a commitment to building strong relationships.
  • Ability to work independently as well as collaboratively within a team.
  • Capable of functioning with minimal supervision.
  • High degree of adaptability and responsiveness in work approach.
  • Resilient under pressure, willing to embrace challenges brought by change.
  • Demonstrated commercial awareness, contributing to the broader business agenda.
  • Able to engage with colleagues and peers at all levels.
  • Effective communication skills, adapting style based on the audience.
  • Able to work efficiently in a fast-paced, agile environment.
  • Approachable and willing to undertake tasks beyond immediate responsibilities to resolve issues.
  • Strong problem-solving and decision-making capabilities.
  • Ability to assess findings clearly and summarize outputs effectively.
  • Attention to detail.

Preferred Experience:

  • Subject Matter Expert in regulatory compliance focused on delivering positive customer outcomes in consumer finance.
  • Experience in a consumer outcome testing role within the financial services sector.
  • Knowledge of consumer lending laws and regulations, including FCA policies and regulations governing retail financial services and products.
  • Familiarity with the FCA handbook.
  • Experience in developing and implementing processes within a consumer finance context.
  • Excellent written and verbal communication skills, with the ability to provide structured and strategic legal advice to key stakeholders.
  • Proven ability to make accurate decisions under pressure with attention to detail.
  • Experience collaborating closely with operational teams, providing clear and pragmatic advice and guidance.
  • Experience working with third parties and external stakeholders.
  • Experience supporting business areas by providing constructive challenge and guidance.

What We Offer:

Salary: £32,000 - £37,000

We provide a comprehensive benefits package, including:

  • 28 days of annual leave.
  • Cycle to work scheme.
  • Excellent pension plan.
  • Life Assurance.

Explore our extensive benefits package to learn more about what we offer.

Join us in our mission to find better solutions for our customers.