QA Customer Outcome Journey Specialist

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Hours
14 hours per week, across two days. One of the working days must be either Tuesday or Wednesday on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.

Salary
£27,900 Pro Rata

Closing Date
Mon, 2 Jun 2025

Customer Journey reviews focus on understanding the full journey for our customers to ensure we meet their expectations, comply with regulatory requirements, and protect the Society. We are seeking a Customer Outcome Journey Specialist to join our Customer Outcomes Journey Team. The role involves overseeing journeys across savings, including complaints and bereavement, ensuring good customer outcomes and contributing to the control environment within our '3 lines of defence' model for managing Regulatory, Conduct Risk, and operational quality.

Skipton Building Society is the fourth largest building society in the UK, owned by its members, not shareholders. We pride ourselves on being a mutual organisation and a great place to work, welcoming new ideas and supporting your career development.

You will join the Customer Outcomes – Vulnerable Customers, Consumer Duty, and Savings Journey Team, comprising 8 colleagues including 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialists. We collaborate across various departments to ensure excellent customer outcomes.

• Hybrid and flexible working arrangements
• Vibrant, refurbished head office workspace
• Benefits including annual bonus, generous holiday allowance, pension contributions, mortgage support, salary sacrifice schemes, private medical insurance, volunteering days, and more

• Develop and maintain strong relationships with stakeholders to improve customer outcomes
• Challenge existing processes for efficiency and effectiveness
• Analyze monthly MI and identify trends
• Collaborate across teams to review customer journey performance and address issues

• Empathetic, enthusiastic, and detail-oriented
• Decisive and confident in decision-making
• Excellent communication skills
• Organized with good prioritization skills
• Knowledge of Money and Homes processes and FCA requirements
• Collaborative approach to stakeholder engagement
• Understanding of the Society’s Customer Strategy and Proposition

Training and development opportunities are available, including regulatory qualifications.