Customer Outcomes Lead (End-to-End and Risk-Based Cohorts)
16 days ago
Haywards Heath
Were 1st Central a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And thats the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! Were on the lookout for aCustomer Outcomes Lead (End-to-end and Risk-based Cohorts)to help shape how we deliver quality assurance across our internal teams and outsourced partners. If youre passionate about making sure customers get fair positive experiences and you know your way around journey testing and risk-based cohort reviews this could be your next move. In this role youll be at the heart of making sure our testing is spot-on representative and aligned with Consumer Duty and FCA expectations. Youll coordinate and monitor sample-based and competency-based testing to keep our standards high and our outcomes consistent. Youll also play a big part in coaching performance oversight and turning insights into action. Its all about driving continuous improvement and making sure our customer-facing teams are always learning and evolving. Sound like you Youll be great in this role if you can: • Oversee first-line assurance for internal teams and outsourced partners ensuring alignment with regulatory and company standards for end-to-end and risk-based cohort testing., • Maintain and improve the supplier QA framework ensuring it supports Consumer Duty and fits within the broader risk framework., • Lead regular reviews of customer interactions across all channels to ensure compliance clarity and fair value. Heres a glimpse of what we can offer: • Starting salary from 55000 - 60000 depending on experience, • Monday to Friday no weekends!, • 25 days holiday plus 8 bank holidays and an extra You day off for important occasions or just a day for you!, • Fully supportive team throughout Whats involved: • Youll oversee the completion of customer outcomes and QA testing for end-to-end journeys and risk-based cohorts in line with agreed plans., • Youll support Testers to ensure the timely accurate execution of testing across relevant customer interaction channels., • Youll carry out customer outcomes and QA sampling and assessment where required., • Youll work closely with frontline managers and operational leads to share findings and trends from the end-to-end and risk-based cohort testing ensuring timely feedback and coaching is delivered., • Youll track completion of remedial actions and escalate risks or delays where necessary., • Youll support the continuous refinement of testing standards scorecards and calibration processes., • Youll provide day-to-day support direction and coaching to team members fostering high levels of engagement and development., • Youll facilitate team huddles QA forums calibration sessions and learning reviews to embed best practice., • Youll monitor and report on team KPIs driving improvements in testing accuracy turnaround times and insight quality., • Youll act as a key liaison between the QA team and frontline operational teams ensuring open communication and shared understanding of customer outcome expectations particularly as it relates to supporting and delivering projects, • Youll work with the Head of Customer Outcome and Senior Customer Outcomes Manager (End-to-end and Risk-based Cohorts) to lead on individual project work steams and deliver the Target State for the Customer Outcomes Framework and Team, • Youll work with Training Operational Excellence and Complaints teams to help target root causes and avoidable failure., • Youll support testing and reporting requirements for internal compliance checks and customer outcome reviews., • Youll ensure QA activity remains aligned with the principles of Consumer Duty (including Fair Value Customer Understanding and Support)., • Youll highlight and escalate emerging risks customer harm or potential breaches in line with governance protocols., • Youll contribute to the ongoing evolution of Speech Analytics Auto-QA and Real-Time QA tools by flagging issues suggesting enhancements and helping to validate output., • Youll support pilots change requests and new initiatives that enhance quality or customer experience providing feedback from the front line., • Youll ensure all QA activity complies with Group standards regulatory expectations and internal controls., • Youll maintain accurate and auditable records for all QA and remedial action processes., • Youll role model the companys values and foster a culture where good customer outcomes are the norm., • Youll champion a learning and improvement mindset encouraging colleagues to grow and develop. Experience & Knowledge • Youve previous experience in a QA assurance or customer operations environment ideally within financial services or regulated industry, • Youve a strong understanding of what constitutes a good customer outcome, • Youre familiar with Consumer Duty FCA conduct standards and operational quality frameworks., • Youve a proven ability to lead and motivate teams or working groups, • Youve experience with QA platforms speech analytics tools and CRM/contact centre systems is advantageous, • Youve a strong service ethos and experience of driving performance through focusing on and promoting continual improvement, • Youve proven experience at managing diverse workloads and prioritising accordingly, • Youve experience of Customer Outcomes and Quality Assurance measurements and reporting and provision of clear insights into root cause and competency evaluation, • Youve experience of performing quality assessment policy and/or standard adherence within a financial services environment, • You can collate and translate complex data including customer complaint feedback complaints MI and Quality Monitoring information across several system platforms, • Youve experience in people management and leadership ability to motivate and manage colleagues to perform at their best, • Youve worked in a customer outcomes/quality assurance environment including risk and controls principles focusing on customer outcomes, • Youve knowledge of problem solving and continuous improvement principles, • Youve awareness of external regulatory environment in relation to complaints handling and monitoring, • Youve strong knowledge of the companys systems products and processes, • Youve sound knowledge of insurance policy and claims principles, • Youve comprehensive understanding of regulatory requirements and company policies, • Youve a good understanding of the business objectives Skills • Youre a great communicator both verbal and written adaptable for varying audiences., • You can build and nurture effective multi-level relationships, • Organisation timekeeping and structure are second nature to you. We are agile! Youve the ability to work to tight deadlines and to prioritise many conflicting and frequently changing priorities, • Youre confident in presenting able to engage and communicate effectively with different audiences, • Youve strong people management leadership skills and the ability to be able to create the condition for colleagues to grow and develop and to motivate colleagues in a high pressurised environment, • Youve got the skills to influence and negotiate, • Youve got strong analytical and problem-solving skills with the ability to adopt a logical approach to resolving problems, • Youve got strong numeracy and data analysis skills. We love data!, • Youre technically competent in your area of expertise bringing the know-how needed to get the job done, • Teamwork makes the dream work! Youve the ability to work on your own initiative and as part of a team and have rigorous attention, • Youve got solid technical ability when it comes to claims and non-claims processes and policies ensuring everything runs smoothly., • Youve got attention to detail structured working style and comfort working with data and root cause insights Behaviours • Youre commercially focused, • Youre customer focused and passionate about achieving the right customer outcomes. After all people are at the heart of everything we do!, • Youre confident in your current ability and demonstrate a real passion for new ways of learning, • You demonstrate embrace embed and promote the Company Values, • Youre target driven and results focused with a drive to succeed, • Youre self-motivated forward-thinking with an organised and pro-active approach with the ability to meet changing demands, • You can foster an inclusive and innovative team environment, • Youre ambitious and results orientated with a can do attitude, • Youre organised and have a pro-active approach with the ability to meet changing demands, • You take initiative to make decisions, • Youve a flexible approach to work and adopts a positive attitude, • You strive to deliver performance targets and drive business improvements to contribute to the success of the business So what are you waiting for Apply today! What can we do for you People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full ___People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full ___ People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full Were 1st Central a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And thats the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too! Were on the lookout for aCustomer Outcomes Lead (End-to-end and Risk-based Cohorts)to help shape how we deliver quality assurance across our internal teams and outsourced partners. If youre passionate about making sure customers get fair positive experiences and you know your way around journey testing and risk-based cohort reviews this could be your next move. In this role youll be at the heart of making sure our testing is spot-on representative and aligned with Consumer Duty and FCA expectations. Youll coordinate and monitor sample-based and competency-based testing to keep our standards high and our outcomes consistent. Youll also play a big part in coaching performance oversight and turning insights into action. Its all about driving continuous improvement and making sure our customer-facing teams are always learning and evolving. Sound like you Youll be great in this role if you can: • Oversee first-line assurance for internal teams and outsourced partners ensuring alignment with regulatory and company standards for end-to-end and risk-based cohort testing., • Maintain and improve the supplier QA framework ensuring it supports Consumer Duty and fits within the broader risk framework., • Lead regular reviews of customer interactions across all channels to ensure compliance clarity and fair value. Heres a glimpse of what we can offer: • Starting salary from 55000 - 60000 depending on experience, • Monday to Friday no weekends!, • 25 days holiday plus 8 bank holidays and an extra You day off for important occasions or just a day for you!, • Fully supportive team throughout Whats involved: • Youll oversee the completion of customer outcomes and QA testing for end-to-end journeys and risk-based cohorts in line with agreed plans., • Youll support Testers to ensure the timely accurate execution of testing across relevant customer interaction channels., • Youll carry out customer outcomes and QA sampling and assessment where required., • Youll work closely with frontline managers and operational leads to share findings and trends from the end-to-end and risk-based cohort testing ensuring timely feedback and coaching is delivered., • Youll track completion of remedial actions and escalate risks or delays where necessary., • Youll support the continuous refinement of testing standards scorecards and calibration processes., • Youll provide day-to-day support direction and coaching to team members fostering high levels of engagement and development., • Youll facilitate team huddles QA forums calibration sessions and learning reviews to embed best practice., • Youll monitor and report on team KPIs driving improvements in testing accuracy turnaround times and insight quality., • Youll act as a key liaison between the QA team and frontline operational teams ensuring open communication and shared understanding of customer outcome expectations particularly as it relates to supporting and delivering projects, • Youll work with the Head of Customer Outcome and Senior Customer Outcomes Manager (End-to-end and Risk-based Cohorts) to lead on individual project work steams and deliver the Target State for the Customer Outcomes Framework and Team, • Youll work with Training Operational Excellence and Complaints teams to help target root causes and avoidable failure., • Youll support testing and reporting requirements for internal compliance checks and customer outcome reviews., • Youll ensure QA activity remains aligned with the principles of Consumer Duty (including Fair Value Customer Understanding and Support)., • Youll highlight and escalate emerging risks customer harm or potential breaches in line with governance protocols., • Youll contribute to the ongoing evolution of Speech Analytics Auto-QA and Real-Time QA tools by flagging issues suggesting enhancements and helping to validate output., • Youll support pilots change requests and new initiatives that enhance quality or customer experience providing feedback from the front line., • Youll ensure all QA activity complies with Group standards regulatory expectations and internal controls., • Youll maintain accurate and auditable records for all QA and remedial action processes., • Youll role model the companys values and foster a culture where good customer outcomes are the norm., • Youll champion a learning and improvement mindset encouraging colleagues to grow and develop. Experience & Knowledge • Youve previous experience in a QA assurance or customer operations environment ideally within financial services or regulated industry, • Youve a strong understanding of what constitutes a good customer outcome, • Youre familiar with Consumer Duty FCA conduct standards and operational quality frameworks., • Youve a proven ability to lead and motivate teams or working groups, • Youve experience with QA platforms speech analytics tools and CRM/contact centre systems is advantageous, • Youve a strong service ethos and experience of driving performance through focusing on and promoting continual improvement, • Youve proven experience at managing diverse workloads and prioritising accordingly, • Youve experience of Customer Outcomes and Quality Assurance measurements and reporting and provision of clear insights into root cause and competency evaluation, • Youve experience of performing quality assessment policy and/or standard adherence within a financial services environment, • You can collate and translate complex data including customer complaint feedback complaints MI and Quality Monitoring information across several system platforms, • Youve experience in people management and leadership ability to motivate and manage colleagues to perform at their best, • Youve worked in a customer outcomes/quality assurance environment including risk and controls principles focusing on customer outcomes, • Youve knowledge of problem solving and continuous improvement principles, • Youve awareness of external regulatory environment in relation to complaints handling and monitoring, • Youve strong knowledge of the companys systems products and processes, • Youve sound knowledge of insurance policy and claims principles, • Youve comprehensive understanding of regulatory requirements and company policies, • Youve a good understanding of the business objectives Skills • Youre a great communicator both verbal and written adaptable for varying audiences., • You can build and nurture effective multi-level relationships, • Organisation timekeeping and structure are second nature to you. We are agile! Youve the ability to work to tight deadlines and to prioritise many conflicting and frequently changing priorities, • Youre confident in presenting able to engage and communicate effectively with different audiences, • Youve strong people management leadership skills and the ability to be able to create the condition for colleagues to grow and develop and to motivate colleagues in a high pressurised environment, • Youve got the skills to influence and negotiate, • Youve got strong analytical and problem-solving skills with the ability to adopt a logical approach to resolving problems, • Youve got strong numeracy and data analysis skills. We love data!, • Youre technically competent in your area of expertise bringing the know-how needed to get the job done, • Teamwork makes the dream work! Youve the ability to work on your own initiative and as part of a team and have rigorous attention, • Youve got solid technical ability when it comes to claims and non-claims processes and policies ensuring everything runs smoothly., • Youve got attention to detail structured working style and comfort working with data and root cause insights Behaviours • Youre commercially focused, • Youre customer focused and passionate about achieving the right customer outcomes. After all people are at the heart of everything we do!, • Youre confident in your current ability and demonstrate a real passion for new ways of learning, • You demonstrate embrace embed and promote the Company Values, • Youre target driven and results focused with a drive to succeed, • Youre self-motivated forward-thinking with an organised and pro-active approach with the ability to meet changing demands, • You can foster an inclusive and innovative team environment, • Youre ambitious and results orientated with a can do attitude, • Youre organised and have a pro-active approach with the ability to meet changing demands, • You take initiative to make decisions, • Youve a flexible approach to work and adopts a positive attitude, • You strive to deliver performance targets and drive business improvements to contribute to the success of the business So what are you waiting for Apply today! What can we do for you People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full