Consultant Customer Outcomes Assurance in Swindon

Description

This role is a great opportunity for someone with a curious mind who is looking to develop their career within an exciting and fast paced environment.

As a Consultant, you will deliver high quality customer outcome focused thematic reviews across NBS and VM customer journeys. You will assess whether customers are receiving good outcomes in line with regulatory and Consumer Duty requirements, by reviewing customer journeys, interactions, communications and key touchpoints across the product lifecycle covering different products, services and customer channels. Through your reviews you will identify customer outcome risks, provide valuable insight and help drive improvements that enhance customer outcomes.

The Customer Outcome Testing team provides assurance on the management of Conduct and Regulatory risks, the delivery of good customer outcomes and the mitigation of foreseeable and actual customer harm.

The team is part of the first line of defense (1 LoD) within the Chief Operating Office (COO); led by the Head of Customer Outcome Testing who reports to the Director of Business Services. The team operates separately from the customer facing operational areas

This is a 12-month secondment opportunity.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon site approximately Quarterly. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

You will support the scoping and planning of thematic reviews and the drafting of clear and concise terms of reference that define the review focus and scope.

You will undertake a range of customer outcome testing journey reviews across end-to-end customer journeys, assessing customer experiences and outcomes over a period of time. This will involve gathering and evaluating evidence from customer interactions, communications, systems, actions taken, decisions made and operational policies, processes and controls to understand whether customers are receiving good outcomes. You will use a variety of testing techniques, including call listening, surveys, interviews, speech and data analytics and technology enabled analysis, to identify customer outcome risks, understand root causes and provide insight.

Working closely with stakeholders across the business, you will provide timely feedback on your findings and support actions that strengthen customer outcomes and mitigate customer harm.

You will also contribute to the production of clear, evidence-based reports that communicate findings, highlight potential customer harm and provide insight that drives improvements in customer outcomes.

About you

For this role you will need experience in the below:

• Good communication and stakeholder management skills, both written and verbal.

• Knowledge of VM products and systems

• Customer Outcome Testing Experience

• Organisation and planning/time management skills.

• Good negotiating, facilitation and influencing skills.

• Ability to act objectively and maintain impartiality.

• Analytical skills – understand and interpret business intelligence across a range of Society wide business areas.

• Ability to comprehend and assimilate information rapidly whilst working across diverse complex business areas and customer journeys

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Jenny Proudlove, and the main recruitment contact is Nathan Richens.