Outcome Tester

1 week ago

LONDON SW JS United Kingdom Lawes Consulting Group Full time £38,000 - £40,000 per year

Job Description

Role: Customer Outcome Tester (Insurance)

Location: Hybrid

Contract Type: 9/12 Month Contract

Salary: £38,000 - £40,000

Our client are looking for a detail-oriented and curious Customer Outcome Tester to join their Controls & Assurance team.

Please Note: This is purely an urgent contract position

Insurance experience would be a major advantage

This is a key role within their first line control function, where you'll assess customer interactions, identify risks, and provide meaningful insight to help shape better customer experiences. If you're passionate about doing things right and influencing change through data-led insights, we'd love to hear from you.

The Role:

As a Customer Outcome Tester, you'll be responsible for conducting risk-based testing across a range of customer journeys. Using a structured testing framework, you'll evaluate quality and compliance across interactions, identifying potential risks to customer outcomes, internal standards, and regulatory obligations.

Through your analysis and reporting, you'll help the business spot trends, highlight areas for improvement, and support the embedding of change across Operations and beyond.

Key Responsibilities:

  • Carry out end-to-end outcome testing across a variety of customer interactions and journeys, delivering consistent and objective quality scoring against an agreed framework.
  • Produce clear, insightful reports for senior management, highlighting any areas of risk or non-compliance with internal policies and external regulations.
  • Identify and escalate instances of customer detriment or process failure promptly and through the correct channels.
  • Provide meaningful, data-led insight to support improved customer, regulatory, and commercial outcomes.
  • Contribute to a culture of continuous improvement by encouraging process thinking, curiosity, and the pursuit of better ways of working.
  • Support change initiatives that impact the Operations function, helping to embed improvements in a consistent and scalable way.

About You:

You're analytical, naturally inquisitive, and comfortable working with data and detail. You care about getting things right for the customer and can translate findings into constructive feedback that helps teams improve.

Key Skills and Experience

  • Good understanding of regulatory requirements including FCA Consumer Outcomes, the FCA Handbook, and Data Protection.
  • Experience conducting quality assurance, compliance monitoring, or customer outcome testing (desirable).
  • Ability to analyse data and present technical information in a clear, actionable format for senior stakeholders.
  • Strong written and verbal communication skills, with the ability to influence and engage across teams.
  • Solutions-focused mindset with the ability to manage priorities and deadlines in a fast-paced environment.
  • Demonstrates integrity, accountability, and a drive for continuous improvement in all tasks.

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