Outcome Testing Lead
1 day ago
We are seeking a seasoned professional to fill the role of Senior Outcome Testing Analyst, focusing on outcome testing and complaints root cause analysis. This position involves collaborating with operational colleagues and managers to develop improvements, track and validate their implementation. The ideal candidate will possess strong analytical skills, excellent written and verbal communication skills, and the ability to work as part of a wider team.
Responsibilities:
- Root Cause Analysis of Regulated Complaints in line with agreed service level
- Executing the outcome testing annual plan and service levels for complaints root cause analysis, managing, and monitoring team performance to deliver, achieve SLA and deadlines
- Completing assigned monitoring activities across all areas of Financial Services with the objective of assuring that targeted customer outcomes are successfully delivered to a standard aligned with regulatory and FGFS quality expectations.
- To identify areas of weakness or limitation in operational procedure, system, control, or agent interactions which impact Studios ability to achieve the targeted customer outcomes. Work collaboratively with operational colleagues and managers to develop the design of improvements, track and validate as implemented.
Qualifications:
- Experience of working within the financial services sector
- Experience of working and delivering in a regulated environment
- Awareness and understanding of the Consumer Duty & Vulnerable Customer Guidelines
- Good working knowledge of financial standards and guidelines – e.g. FCA, TCF
Earnings: The estimated annual salary for this position is $75,500 - $87,200.
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