Customer Outcome Manager
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
About the role
We are seeking an experienced leader to manage our UK customer testing programme. As the lead of the Customer Outcome Testing team, you will develop and oversee the testing team, enhance our testing strategy, and collaborate with senior stakeholders across the UK business.
What you'll do
- Oversee the Customer Journey testing programme, ensuring an effective and efficient approach to testing.
- Develop and mentor the testing team, fostering an environment of continuous improvement and excellence.
- Inform senior stakeholders of results via formalised reports, providing improvement opportunities, actionable feedback and recommendations.
- Provide key information to the Customer Outcome and Insight Committee, supporting AEs in monitoring their processes.
- Enhance and refine the testing methodology, adapting best practices and innovating approaches.
- Collaborate with insight providers across the whole UK business.
What we're looking for
- Outcome testing or Quality Assurance experience in a regulated environment.
- Ability to lead a testing programme delivering results through others.
- Ability to self‑identify process improvements to improve efficiency, and then execute them.
- Excellent stakeholder management skills and the ability to influence and collaborate with a wide range of people.
- Capability to partner within and beyond the team, building productive, cross‑business relationships, analysing and sharing results and insights through reports.
- Strong organisational skills and the ability to remain focused and flexible in a changing environment.
Where and how you'll work
This is a permanent position based in our Nottingham office. We have a hybrid working model, requiring you to work three days a week in the office (Tues‑Wed‑Thu) with flexible arrangements and the option to work from home on other days.
What's in it for you
- Competitive salary and performance bonus.
- Pension scheme, generous holiday entitlement and private medical insurance.
- Flexible benefits including season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave.
- Open‑plan workspaces with a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.
- Hybrid working model with flexible arrangements.
Equal Opportunities and Diversity
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a host of internal networks and support groups you could be involved in, to name a few:
- REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies.
- OutFront – to provide LGBTQ+ support for all associates.
- Mind Your Mind – signposting support and promoting positive mental wellbeing for all.
- Women in Tech – promoting an inclusive environment in tech.
- EmpowHER – network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry.
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact Human Resources – all information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
