Customer Outcome Analyst

7 days ago

Nottingham, Nottingham, United Kingdom Capital One Full time

About This Role

This individual contributor will play a key role within our Consumer Duty and Customer Outcome Testing team. As a great thinker, you'll be bringing together layers of data and insight into a well-rounded view, always with the customer at the centre of it.

Key Responsibilities

  • You'll review insights identified across multiple sources (in particular customer journey testing), and highlight any key themes that are consistent across these, or any relevant issues identified in single tests - and report these back to senior stakeholders.
  • Be a lead within the department, advocating for our customers and using external and internal insights to support your thinking. Be comfortable building your internal and external network and ensure that you always have a good understanding of where the bar is on outcomes.
  • Challenge the status quo, we're always looking to ensure we're advocating for our customers and we need someone who is happy to lead changes and improvements.

Requirements

  • You'll have proven experience in analysing qualitative and quantitative data and be able to succinctly summarise findings into key insights.
  • You'll be a proven problem solver, able to set approaches to size risks comfortably, and identify key risk exposures.
  • You'll have solid judgement and have the ability to make recommendations that involve several different types of risk (e.g. Customer Outcomes and Business Operations).
  • You'll be commercially minded and comfortable developing a good understanding of the business, working out the best way to share important information on our customers.
  • You'll be a critical thinker who seeks to deeply understand opportunities to improve outcomes for our customers. You'll do this across multiple different competing priority, to identify those with the highest leverage and impact for change.
  • You'll be experienced in process improvement and can implement new ideas with ease.
  • You'll have a high attention to detail and be comfortable to really seek to understand the insights generated by the Customer Outcome Testing team.
  • You'll have a really positive and can-do attitude, and always looking to bring that into conversations.
  • You can recommend changes to the team priorities to most effectively support the business needs.

What's in it for you

  • Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation.
  • We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers).
  • Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave.
  • Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

  • REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies.
  • OutFront – to provide LGBTQ+ support for all associates.
  • Mind Your Mind – signposting support and promoting positive mental wellbeing for all.
  • Women in Tech – promoting an inclusive environment in tech.
  • EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry.

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