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Customer Outcomes Quality Analyst
2 months ago
Canada Life UK 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 team members by functioning as a contemporary, agile, and inclusive organization.
As a subsidiary of Great-West Lifeco, Canada Life UK has been serving 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 UK is undergoing a transformation to establish a more customer-centric enterprise by equipping our clients with insights on financial and tax planning, presenting home finance and annuities options, and delivering collective fund solutions to third-party clients.
Position Overview:We are seeking a Customer Outcomes Quality Analyst to become a part of our First Line Risk team.
This role is accountable for comprehensive customer outcomes evaluation, which encompasses the planning, design, and execution of assessments of customer journeys across all offerings to ascertain whether, considering their unique situations, they have attained favorable results from Canada Life.
The successful candidate will collaborate closely with product managers, customer service teams, and various stakeholders to guarantee that the products and services align with customer expectations and comply with regulatory standards.
You will also provide insights and suggestions for enhancements based on your evaluation results and analyses.
Key Responsibilities:
1) Develop and design test scenarios for customer outcomes evaluation to the necessary level of detail, precision, frequency, and timeline to demonstrate that the appropriate outcomes have been realized for our clients. Work together 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 results.
Assess the adequacy of outcomes achieved, including evaluating suitable remediation when instances of unsatisfactory outcomes are detected.
Evaluate the effectiveness of controls at all stages of the process to minimize the risk of causing potential harm to our clients and propose enhancements where vulnerabilities are identified.
Recognize areas of emerging or existing risk, and escalate as necessary to avert consumer harm or unfavorable outcomes.
3) Communicate effectively with stakeholders and deliver clear and concise evaluation reports and recommendations.
4) Compile thematic insights (including potential root causes and suggested corrective actions for any issues identified through Customer Outcomes Evaluation) to continually enhance consistency and quality.
5) Adhere to best practices and standards for quality assurance evaluation and documentation. Stay informed about the latest trends and advancements in customer outcomes evaluation and financial services.
Required Experience:
- Proven experience in quality assurance evaluation, preferably within the financial services sector.
- Strong knowledge and expertise in customer outcomes evaluation methodologies, tools, and techniques.
- Exceptional analytical, problem-solving, and critical thinking abilities.
- Strong communication, collaboration, and interpersonal skills.
- Capability to work independently and as part of a team in a fast-paced and dynamic environment.
- Attention to detail and commitment to quality.
- Advanced written and verbal communication skills with the ability 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 mindset with the ability to respond appropriately and effectively to changing circumstances and demands.
- A strong focus on customer satisfaction and a continuous drive to deliver exceptional customer experiences and improved outcomes.
Qualifications:
- Degree-level education or relevant professional qualification/experience.
We believe in recognizing and rewarding our employees, thus we offer a competitive salary and benefits package that is regularly reviewed.
As a member of Canada Life UK, you will receive a competitive salary and a comprehensive rewards package, including a generous pension and bonus scheme, as well as income protection, private medical insurance, and life assurance.
We provide a wide array of additional benefits and support services, along with ongoing personal and professional development opportunities.Our Work Culture at Canada Life:
Our culture is distinctive and incredibly significant to us.
We prioritize doing the right thing for our employees, clients, and community, assisting others in building better futures.
Our guiding behaviors shape and influence our work, being central to the relationships we cultivate with others.Every day, we are encouraged to be more inquisitive, take ownership of outcomes, collaborate effectively, and find pathways forward.
We aim for our colleagues to have fulfilling careers with us, investing in the development of our people, technology, and work environments.
This is why we offer a variety of training, flexible working arrangements, and opportunities for growth and development.Diversity and Inclusion:
Our commitment to building an inclusive workplace with a diverse workforce, where everyone can feel they belong and achieve their potential, is paramount.
We take pride in the progress we are making in diversity, equity, and inclusion, and it remains a significant focus for us.
"At Canada Life, we believe in the power of exceptional individuals from diverse backgrounds, experiences, and perspectives coming together to create better futures. Emerging talent is vital to our growth and to fostering an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK
We recognize that everyone has unique work and life responsibilities.
We are open to discussing flexible working arrangements, including part-time options, for any of our roles if that is a requirement for you.
