Customer Outcomes Senior Analyst

Business Area

Banking Risk

Working time

Full-Time

Date Published

22-12-2025

Salary - Up to £66,840 + Benefits

Location – Edinburgh, Permanent

Office attendance - Our roles are hybrid; however, you should be able to travel to our offices 2 days per week.

Closing Date - Applications close on Friday 16th January at 5pm

A chance to thrive

We’re looking for a Senior Analyst to join our Customer Outcomes Team. You’ll be part of the team responsible for ensuring Tesco Bank delivers consistently good customer outcomes, for all consumer products.

What you’ll be doing

• Work with the Value Streams and other key stakeholders to champion the customer and deliver good customer outcomes in the context of Consumer Duty
• Conduct thematic and in-depth reviews of customer journeys and communications, e.g. Loans applications or Power of Attorney, to identify where improvements can be made from a Consumer Support and Consumer Understanding perspective
• Work with Event owners to evaluate the impact on customers and support the completion of Customer Harm Assessments
• Have an expert understanding of the Tesco Bank Good Outcomes Framework and support commercial managers through the product change process
• Support the development and production of the papers for the Customer Outcomes Forum, which has senior visibility
• Work in partnership with the technical analysts in the team to identify insights from the data and identify improvements
• Liaise with colleagues in Barclays to implement the best‑of‑both approach for delivering good customer outcomes

• Good knowledge of the FCA Consumer Duty regulations, with expertise in the Consumer Support and Consumer Understanding outcomes
• Excellent communication skills, presenting key information and insight to senior management and other business stakeholders
• Familiarity with customer journey mapping, and inclusive design principles
• Ability to assess complex issues, apply regulatory principles, and recommend practical solutions.
• Experience in compliance monitoring, risk assessment, and control testing
• Understanding of governance frameworks and escalation processes

We don’t expect you to tick every box, and if you feel you hit most of the brief, it is worth exploring to further develop your career here with us at Tesco Bank.

What’s in it for you

• Prepare for your retirement with our colleague pension scheme.

• Private Medical Insurance including GP Service scheme.

• Discretionary annual incentive (AVP level and above)

• Indulge in a holiday allowance of 25 days plus 8 prescribed bank holidays.

• Benefit from our family‑oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.

• Take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves at Tesco Bank. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch up, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more!

Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

It means we put your wellbeing first and give you lots of support, training and development, so you can build the career that’s right for you. It’s about looking after each other with the same care that we give to our customers.

We’ve created an environment where everyone feels included, accepted and welcome. Which means you can bring your whole self to work every day and totally thrive at the same time.