Customer Journey Specialist

**Who we are**

Vanquis helps people who are excluded by mainstream banks take control of their financial situation. Whether they’re new to credit or need a hand rebuilding their credit file to manage life better, we make sure our services are straightforward and suitable for them to succeed.

We’re here to put people on a path to a better everyday life, not just our 1.7 million customers but our colleagues too. And we’re proud of the difference we make.

**You and Your Team**

Reporting to the Customer Journey Lead you’ll set clear direction for the team, Customer Outcomes Team, COO Management and strategic third parties.

You’ll liaise and build internal relationships with Heads of Departments, their direct reports, data managers and analysts to ensure quality and customer journey standards are met.

In your day-to-day role you will:

- Complete customer journey assurance reviews, analysis, and testing to ensure customer journeys are delivering the right outcomes consistent with conduct risk appetite and levels of performance
- Find and interrogate data using SAS/SQL, and be able to demonstrate and present that data.
- Develop and maintain an inventory of COO customer journeys
- Educate management on customer journey construct and performance
- Support the Management Team to; define, implement, and monitor adherence to Policy and Quality Standards for COO customer interactions. Define, implement, and monitor data quality to ensure all internal and third-party customer interaction management Information that assesses quality can be relied upon
- Operate data and analysis tool kits to assess COO customer journeys

**What You’ll Bring to The Team**

Working within First Line Risk and Control you will be accountable for ensuring quality and customer journey standards are met. To be successful in this role, the following skills and experience is required:

- Proven track record working in specialist Customer Outcome role.
- Good third party and internal stakeholder management
- Highly numerate and strong commercial acumen
- Experience using SAS/SQL.
- Ability to complete complex analysis and reporting covering a wide range of activities that require complex judgement and solutions
- Ability to explain complex data and outcomes in concise language

**Why Vanquis?**

Our colleagues are the most important part of delivering our purpose to put customers on a path to a better everyday life. If it wasn’t for their amazing efforts, ideas and energy we wouldn’t be the successful business that we are today. So we offer an attractive, generous salary and benefits package for everyone including:

- Generous base salary and rewards
- Discretionary bonus scheme
- 25 days holiday entitlement - with one day accrued for each year of service (to max 30 days)
- Defined contribution pension scheme
- Extensive opportunities for personal and career development
- Flexible and dynamic working policies
- A range of initiatives offered through our Sports & Social and Social Impact Programmes
- Perks at Work - A perks platform offering over 30,000 unique discounts
- Free tea, coffee and fruit
- Discounted gym membership
- Subsidised on-site restaurants

**Find out more**

Check out our social media channels find out more about everyday life at Vanquis - and don’t forget to follow us while you’re there

LinkedIn: Vanquis Bank
Glassdoor: Vanquis Bank

Good luck

MakeWorkMeanMore

We know that by having a better, more inclusive culture and a diverse group of colleagues, we can support our customers and each other in the best way possible. We also believe this goes a long way to helping us live our purpose and defines why we’re here in the first place: to help put people on a path to a better everyday life.

We’re an equal opportunities employer and we want people to join us no matter how they identify, their sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

We think that if you can Be Yourself in the workplace, you’ll do your best work and enjoy being part of the team. And as a business we get to benefit from that and to celebrate all the wonderful things that diversity brings.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- On-site parking

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus
- Yearly bonus

Work Location: Hybrid remote in CHATHAM