AddressCustomer Outcomes Testing Analyst
Milton Keynes
Closing Date 29th March 2024
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
Salary and Benefits – starting from £37,180, company car scheme, private medical insurance, 27 days holiday plus bank holidays, health and lifestyle discounts and so much more
Full Time Permanent Role
We are looking for enthusiastic and motivated Customer Outcomes Testing Analysts to join out Operational Excellence Team. Successful candidates will report to the Customer Outcomes Testing Manager, they will undertake monitoring activities to provide regulatory assurance and oversight across all key VWFS UK business areas dealing with retail customers.
Customer Outcomes Testing Analysts are key, fundamental colleagues in VWFS’ First Line of Defence activities, with the role holders undertake robust Outcomes Testing reviews of a customer’s journey to determine whether, based on their individual circumstances, they have received a good outcome from VWFS as their financial services provider.
This is what you could be doing:
- Complete Outcomes Testing to the required level of detail, accuracy, frequency and timescale to evidence that the right outcomes have been achieved for our customers
- Identify and analyse emerging compliance risks and provide feedback and recommendations appropriate to address any gaps
- Consider the adequacy of outcomes reached including assessing appropriate remediation where instances of poor outcomes are identified
- Consider the adequacy of controls at all stages of the process to mitigate the risk of causing potential harm to our customers and suggest improvements where weaknesses are observed
- Collate thematic findings (including the potential root cause and suggested remedial activities for any issues identified through Customer Outcomes Testing) to continually improve consistency and quality
- Identify areas of emerging or actual risk, and escalate as appropriate to prevent consumer harm or poor outcomes
- Ensure that all governance, audit and compliance requirements are adhered to and all reporting activities are conducted to the expected standard
Full job description available upon request
This is what you will bring to the role:
- Advanced written and oral communication skills with the ability to present complex information and insights in a way that is accessible to everyone
- Agile approach and ability to keep up with the pace of change; learn fast and adapt to the new conditions quickly and effectively
- Excellent team player, able to interact cross-functionally at different levels within the organisation
- Strong stakeholder management skills at all levels of the organisation
- A proactive approach with the ability to react appropriately and effectively to changing circumstances and demands
- Obsessed with the customer and continuously looking to deliver an exceptional customer experience and better Customer Outcomes
You have the following skills and experience:
- High degree of personal resilience, persistence and patience
- Ability to manage multiple priorities and deliverables at the same time
- Background in financial services and preferable experience of working in an assurance or Customer Outcomes monitoring role within a regulated environment
- Experience and ability to carry out root cause/risk based analysis and have skills in the interpretation and use of M.I. and data
- Experience of actively managing stakeholders at varying levels and operating within cross functional teams
- Expert knowledge of the FCA rules and guidance and their practical application; especially in relation to achieving good outcomes for consumers
What’s in it for you?
- An opportunity to work for a reputable and globally recognised brand in the automotive and financial services industry
- Competitive salary and benefits package
- Collaborative and inclusive work environment with opportunities for professional growth and development
- Chance to make a positive impact by contributing to the enhancement of Customer Outcomes and regulatory compliance.
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can
