Customer Outcomes Analyst

1 month ago

Wallsend UK, Tyne & Wear, United Kingdom Newcastle Building Society Part time

About the role:


We are excited to be looking for a Customer Outcomes Analyst to join our team.


The Customer Outcomes department is a centralised support, providing oversight and assurance and sits within the Chief Customer Officer’s function.


The role is primarily responsible for providing assurance and good customer outcomes through outcomes based testing. This is demonstrated by taking a risk based approach to tracking and identifying areas for testing, scope creation and performing testing.


The role is also responsible for delivering the findings through root cause analysis and engaging with business areas to share findings, track actions and drive continuous improvement.


You will be required to work from our Cobalt office 2 days per week.


About You:


You will be someone who is looking for a challenge, a self-motived team player with excellent attention to detail and have customers at the heart of everything you do.


You will be experienced in outcomes-based testing, including the various types of testing, such as ‘full journey’ and ‘point in time.’ You will also have an understanding of root cause analysis and be competent in producing and delivering concise reporting to key stakeholders.


Your demonstrable understanding of mortgages and/or savings, FCA regulation / guidance and customer outcome activities is key to carrying out this role successfully. As is an understanding of compliance with internal policies and regulations, as well as Consumer Duty.


About Us:


Newcastle Building Society, the North East’s largest Building Society. Our purpose “Connecting our communities with a better Financial Future” inspires and directs our activities. As well as helping customers own their home, we’re also passionate about encouraging people to save and help them plan their finances.


The Society is a modern employer that appreciates the demands of modern life and the benefits associated with the role are geared for such. You can expect to be part of a flexible, professional, highly skilled team with great opportunities for self-development and career progression where you can realise your potential and do your best work.


What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:


  • A 35-hour weekly contract + flexible working options
  • 25 days holiday each year plus bank holidays (increasing with length of service)
  • Bonus Scheme (paid annually) -On target 5%, up to 10% depending on performance
  • Colleague mortgage scheme and access to our financial advisors
  • Pension scheme – up to 9% employers’ contribution
  • Life assurance (4x salary) and income protection
  • Access to a range of wellbeing benefits
  • Electric car salary sacrifice scheme
  • Cycle to Work scheme
  • Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
  • An extra day’s holiday for your birthday
  • The option to buy and sell holidays
  • Two paid volunteering days each year
  • A broad range of learning and development opportunities
  • Access to a range of high street and online discounts
  • Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
  • A wide range of recognition initiatives to recognise and reward great performance
  • Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.


Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.

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