Customer Outcome Specialist

6 days ago


London, Greater London, United Kingdom Canada Life Limited Full time
About Us
At Canada Life Limited, we're committed to building better futures for our customers, intermediaries, and employees. We operate as a modern, agile, and welcoming organization, providing expertise on financial and tax planning, home finance, annuities, and collective fund solutions.

Our Culture
We value curiosity, ownership, collaboration, and finding a way forward. Our people are encouraged to grow and develop through training, flexible working arrangements, and opportunities to build rewarding careers with us.

Job Summary
We're seeking a skilled Customer Outcome Specialist to join our First Line Risk team. As a key member of the team, you'll be responsible for robust customer outcomes testing, planning, design, and execution of reviews of customer journeys across all products to determine whether they've received a good outcome from Canada Life.

Key Responsibilities
  1. Design and execute test cases for customer outcomes testing, collaborating with cross-functional teams to understand business requirements, customer journeys, and user feedback.
  2. Analyze and report defects, errors, or issues affecting customer experience or business outcomes, considering adequate controls to mitigate risk and suggest improvements where weaknesses are observed.
  3. Communicate effectively with stakeholders, providing clear and concise test reports and recommendations.

Requirements
  • Experience in quality assurance testing, preferably in the financial services industry.
  • Strong knowledge and skills in customer outcomes testing methodologies, tools, and techniques.
  • Excellent analytical, problem-solving, critical thinking, communication, collaboration, and interpersonal skills.

What We Offer
We provide a competitive salary (est. £55,000 - £65,000 per annum) and comprehensive reward package, including a generous pension scheme, bonus plan, income protection, private medical insurance, and life assurance. You'll also have access to regular personal and professional development opportunities.

Diversity and Inclusion
We're committed to building an inclusive workplace with a diverse workforce where everyone can feel valued and achieve their potential, regardless of gender, ethnicity, or any other characteristic.

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