Make a Difference

This role, within the Customer Outcomes and CPCO Office, is responsible for delivering end-to-end customer outcomes testing across the full customer lifecycle. You will analyse complex customer journeys across legal, operational, and technology environments to ensure fair, consistent, and compliant outcomes, identifying risks of harm alongside opportunities for improvement. Working with stakeholders across the business, you’ll support effective remediation, embed Consumer Duty principles, and help drive continuous improvement in customer outcomes.

Your Impact

• Deliver customer outcomes testing across products, services, and end-to-end customer journeys using a range of methodologies (e.g. file reviews, thematic reviews, data analysis, journey testing)
• Assess whether customer outcomes meet internal standards and regulatory expectations, clearly documenting findings and trends
• Support mapping and analysis of cus...