At a Glance
- Tasks: Monitor customer outcomes and ensure quality in customer experience.
- Company: Join a historic company with over 175 years of innovation in finance.
- Benefits: Enjoy 38 days annual leave, flexible working, and private healthcare.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact on customer satisfaction and outcomes in a supportive environment.
- Qualifications: Experience in customer operations and strong analytical skills required.
The predicted salary is between 30000 - 40000 £ per year.
Our purpose is to give everyone real confidence to put their money to work.
With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long‑term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
This colleague‑level role sits within the Service & Customer Outcomes Oversight pillar and focuses on customer outcomes, quality and complaint‑related oversight within outsourced operations.
To oversee customer outcomes and customer experience indicators, ensuring Consumer Duty expectations are met and that risks of customer harm are identified, escalated and remediated.
- Key Work Level Accountabilities
- Monitor customer outcome indicators and ensure Consumer Duty alignment across relevant customer journeys.
- Oversee complaint‑related MI, redress and root cause themes, escalating risks of customer harm.
- Provide quality and assurance insight through sampling/QA, call listening and speech analytics where available.
- Maintain evidence of outcomes oversight and decisions.
Key Responsibilities for this role
- Customer experience & insight
- Review customer satisfaction (CSAT) and customer feedback outputs.
- Review interaction quality indicators (e. g. empathy MI where available).
- Identify andescalate trends indicating poor customer experience.
- Complaints oversight
- Monitor complaints MI including delays, redress and root cause analysis.
- Track FOS themes and outcomes where relevant; support FCA complaints return oversight inputs.
- Escalate any notifiable events/risks with material harm to customers.
- Quality assurance & sampling
- Conduct/coordinate sampling and QA on processes/transactions.
- Support call listening and speech analytics activity to evidence interaction quality.
- Track corrective work and effectiveness of remediation.
- Customer, conduct & Consumer Duty expectations
- Ensure oversight evidences good customer outcomes and appropriate customer support, including timeliness and fairness.
- Escalate risks of customer harm, vulnerability impacts and persistent poor outcomes.
- Evidence & assurance expectations
- Maintain complaint oversight packs, root‑cause themes and action tracking evidence.
- Maintain QA/sampling methodology, results and remediation evidence.
- Maintain documented decisions and escalations for customer outcome risks.
- Key Knowledge, Skills & Experience
- Experience in customer operations, complaints, QA or customer insight.
Strong analytical judgement, ability to assess evidence and identify emerging risks of customer harm.
Understanding of Consumer Duty and customer outcomes frameworks preferred.
What we offer
- Value‑based pension scheme with employer contribution.
- Share Save and Share Incentive Plan.
- Annual leave of 38 days (including bank holidays) with the option to purchase up to 5 extra days.
- Flexible time‑off policy and supporting parental leave covering maternity, adoption, surrogacy, and paternity.
- Private healthcare, critical illness cover and life assurance with family options.
- Financial wellbeing support services.
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee‑led networks that provide networking opportunities, advice and support for the diverse communities our colleagues represent.
We welcome applicants regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long‑term condition, and also for military service and those returning from career breaks.
M&G is also proud to be a Disability Confident Leader, and we welcome applications.
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Customer Outcomes Analyst - 12 Month FTC in Bath employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Analyst - 12 Month FTC in Bath
✨Join Financial Networking Events
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We think you need these skills to ace Customer Outcomes Analyst - 12 Month FTC in Bath
Some tips for your application 🫡
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How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨Brush Up on Financial Regulations
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