Customer Oversight Analyst

Salary: Competitive, based on skills and experience

Contract Type: Permanent – 35 hours a week

Location: Hybrid working (office based in Birmingham) – typically 2 days in the office per week

Closing Date: 29/08/2026

Established in 1841, Wesleyan help trusted professionals—GPs, hospital doctors, dentists, and teachers—secure their financial future. Today, we’re proud to continue that mission with passion and purpose. If you’re looking for a role where your expertise makes a real impact, and you want to work in a culture that values collaboration, innovation, and integrity, we’d love to hear from you.

Find out more about who we are:

The Customer Oversight Analyst is responsible for undertaking risk and control activities across the customer journey to ensure that the material outsource supplier is delivering good customer outcomes and performing against customer/operational metrics.

Through detailed analysis, this role will quality assure the supplier’s outputs/performance to ensure accuracy of data and clarity of messaging to the customer, in line with Consumer Duty and to ensure a positive customer journey/experience.

Here’s how you’ll make a difference:

• Support the Customer Oversight Manager in day-to-day activities including the assessment, input and preparation of data and reports required for committees, and presenting at these committees as appropriate
• Assist the Customer Oversight team in ensuring there are adequate oversight arrangements to govern and oversee the operational effectiveness of the Supplier’s Systems & Controls designed to achieve compliance with appropriate regulation.
• Support mapping of end-to-end customer journeys across systems, processes, and legal entities, identifying key risk points, failure points, and potential customer harm and considering the experience of different customer segments, including vulnerable customers.
• Quality assures the Claims, Complaints, and other Customer services processes, assuring customer are receiving good outcomes, and identifying where harm occurs.
• Periodic assessment of Supplier risks and controls, and review of Supplier processes and policies, as well as client facing documentation (application forms/KFD/T&Cs)
• Day to day oversight of all operational activity incl. escalations.

• Previous experienced working within a Financial Services operation, with a strong understanding of FCA Consumer Duty, financial regulations, and compliance standards.
• Experience of working with quality assurance methodologies and tools including process assessments and compliance checks, root cause analysis techniques, and experience of applying these in a business environment
• Strong operational oversight skills, including escalation resolution and process optimisation.
• Ability to analyse data and produce reports within Excel or equivalent spreadsheet software to a high standard
• Ability to work in an agile way to adopt and encourage a positive attitude to change
• Holds a Certificate in Regulated Financial Services Operations or is committed to achieving one within 24 months of starting the role
• Well organised and proactive, able to work under pressure in a high pace environment, prioritise whilst managing expectations against tight deadlines
• Excellent Communication skills (verbal and written) with the ability to communicate clearly and concisely
• Deep knowledge of legacy financial products and experience resolving related customer complaints.
• Strong numerical and problem-solving skills for conducting and verifying complex calculations.
• Must be a team player and able to work collaboratively with and through others.
• Experience of building stakeholder relationships, working across cross-functional teams and external third parties.

We believe rewards should reflect the life you live. Here’s what you can expect:

• Annual bonus to recognise your contribution.
• 28 days holiday (plus a culture day!) – rising to 30 days with service.
• Flexible hybrid working for better work-life balance.
• Company pension scheme – matched plus 2% (up to 10%).
• Free secure underground…