At a Glance
- Tasks: Lead the Customer Outcome Testing team and enhance testing strategies.
- Company: Join Capital One, a diverse and innovative workplace in Nottingham.
- Benefits: Enjoy flexible working, generous holidays, and access to a gym and mindfulness rooms.
- Other info: Great career progression opportunities through training and a supportive work environment.
- Why this job: Make a real impact by improving customer journeys and collaborating with senior stakeholders.
- Qualifications: Experience in outcome testing or Quality Assurance and strong stakeholder management skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: Nottingham Trent House, Nottingham, United Kingdom.
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 be responsible for developing and overseeing the testing team, enhancing our testing strategy and collaborating with senior stakeholders across the UK business.
Responsibilities
- 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 results via formalised reports informing them of improvement opportunities, actionable feedback and recommendations.
- Be a key feed of information into 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.
Qualifications
- 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.
- Great stakeholder management skills and the ability to influence and collaborate with a wide range of different people.
- Ability to partner within and beyond the team, building productive, cross‑business relationships and analysing and sharing results and insights through reports.
- Strong organisational skills and the ability to remain focused and flexible in a changing environment.
Location & Working Arrangements
This is a permanent position based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. You will be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
Benefits
We offer high‑performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers). Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance with flexible benefits available including season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave. Open‑plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms.
Equal Opportunity Employer
At Capital One we are committed to diversity in the workplace. If you require a reasonable adjustment, please contact [contact email]. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
Customer Outcome Manager in Mansfield employer: Capital One
At Capital One, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our Nottingham office provides a supportive environment with access to state-of-the-art facilities, including a fully-serviced gym and mindfulness rooms, while our commitment to employee development through tailored training programmes ensures that you can grow your career in meaningful ways. With a hybrid working model and a focus on diversity and inclusion, we empower our employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcome Manager in Mansfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital One. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital One before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Outcome Manager in Mansfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital One:Your cover letter is your chance to shine! Tell us why you want to work at Capital One specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital One!
How to prepare for a job interview at Capital One
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
