SCUK Outcomes and Controls Analyst - FSBU in Redhill

The Outcomes & Control Analyst is responsible for providing Line 1 ownership of insight into customer outcomes, policy effectiveness and control performance across the FSBU. The role focuses on assessing whether FSBU processes, standards, policies, processes and controls are operating as intended and delivering good customer outcomes across Collections & Recoveries, particularly for customers in financial difficulty and vulnerable circumstances. The role supports effective governance, prioritisation of change and regulatory confidence through clear, evidence-based insight. This is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Responsibilities

• Customer Outcomes & Consumer Duty Insight – Assess customer outcomes across FSBU journeys using quality assurance outputs, outcome testing results, complaints insight and operational MI.
• Customer detriment and risk – Identify trends in customer detriment, harm or outcome risk, with particular focus on customers in financial difficulty and vulnerable circumstances.
• Governance & reporting – Provide outcome-based insight to support Consumer Duty monitoring, governance and reporting.
• Effectiveness of FSBU activity – Support evidence-led assessment of whether FSBU activity is delivering good customer outcomes in practice.
• Policy Effectiveness & Adoption – Assess the effectiveness of FSBU policy implementation, focusing on whether policies are clearly understood, consistently applied and producing intended customer and control outcomes.
• Policy embedment risks – Identify risks arising from poor policy embedment, misinterpretation or misalignment between policy and operational processes.
• Policy integration – Support the integration of new or amended policies by assessing operational readiness, control impacts and customer outcome risk.
• Post-implementation monitoring – Monitor post-implementation outcomes of policy changes, identifying unintended consequences, control gaps or emerging risks.
• Line 1 Control Ownership & Insight – Maintain ownership of the Line 1 view of control effectiveness across the Financial Support Business Unit, ensuring clear visibility of how key operational controls are designed, embedded and performing in practice.
• Control performance insights – Provide insight into control effectiveness across Collections & Recoveries processes using quality assurance outputs, operational MI, complaints insight, audit findings and issue data.
• Emerging risks – Identify and assess emerging control weaknesses, themes and trends that may increase the risk of customer harm, regulatory breach or operational failure.
• Risk visibility – Maintain a clear view of control health and residual risk, highlighting areas requiring escalation, remediation or change.
• Governance support – Provide evidence-based insight to support Line 1 governance, risk discussions and prioritisation of improvement activity.
• Collaboration with other teams – Work with Strategy & Change, Quality and Operations to ensure control insight informs remediation and change activity, while retaining independence from execution.
• Root Cause Insight & Change Prioritisation – Perform thematic and root cause analysis on recurring issues, quality themes, complaints and control weaknesses.
• Root cause differentiation – Distinguish between people, process, policy and system drivers of poor outcomes or control failure.
• Change roadmaps – Provide prioritised insight and recommendations to Strategy & Change and Quality to inform change roadmaps, remediation planning and sequencing.
• Post-change validation – Support validation of post-change outcomes by assessing whether intended improvements in outcomes and control effectiveness have been realised.
• Risk, Compliance & Governance Interface – Act as a key FSBU Line 1 interface for Line 2 Risk and Compliance in relation to customer outcomes, policy effectiveness and control insight.
• Line 2 oversight – Provide MI, analysis and evidence to support Line 2 oversight, challenge, reviews and deep dives.
• Regulatory & Audit support – Support regulatory, internal audit and external audit activity by contributing clear narrative and evidence on FSBU outcomes and controls.
• Feedback integration – Ensure feedback and recommendations from Risk, Compliance and Audit are understood and reflected in FSBU priorities and insight.
• Consumer Duty commitment – Adhering to our commitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection.

Qualifications

• Experience in a risk, controls, assurance, outcomes or analytical role within a regulated financial services environment.
• Strong analytical capability with experience interpreting assurance outputs, MI and operational data.
• Understanding of Collections & Recoveries or Financial Support operations.
• Experience working with Line 2 Risk, Compliance or Audit teams.
• Strong written and verbal communication skills.
• Experience supporting Consumer Duty monitoring or outcomes analysis.
• Familiarity with vulnerability frameworks and financial difficulty considerations.
• Experience contributing to regulatory reviews or audit activity.
• Knowledge of motor finance or consumer credit.
• Qualification or training in risk, compliance, assurance or data analysis is desirable.

Benefits

• Competitive salary dependent on experience
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Private medical cover
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind. Should you want to be considered for part time hours, please let us know and we can assess your requirements.