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- Tasks: Analyse customer journeys to ensure great outcomes and identify risks.
- Company: Join the fourth largest building society in the UK, owned by its members.
- Benefits: Enjoy flexible working, 25+ days holiday, and a range of health benefits.
- Why this job: Make a real difference for customers while developing your career in a supportive environment.
- Qualifications: CF1 & CF6 qualifications preferred; strong analytical and communication skills required.
- Other info: Collaborative team culture with opportunities for training and personal growth.
The predicted salary is between 32000 - 44800 £ per year.
Hours:
35 hours per week, Monday to Friday, on a 12 month fixed term contract. Flexible and hybrid working can be considered with an expectation for multiple times a week.
Salary:
£32,000 Per Annum
Closing Date:
Tue, 4 Nov 2025
The salary for this role is starting at £32,000 PA dependent on skills and experience.
We are recruiting for a Customer Journey Analyst, to come and join us in making a real difference to our members and the Society. You’ll be assessing journeys across our Homes business, ensuring we are providing customers with good outcomes, and highlighting customer & society risks and process gaps. You’ll be part of the first line of defence within the Society’s ‘3 lines of defence’ model for managing Regulatory, Conduct Risk and Operational Quality.
Who Are We?
Not just another building society. Not just another job.
We\’re the fourth biggest building society in the UK and what makes us a bit different is that we\’re a mutual organisation. We don\’t have shareholders; we\’re owned by our members.
Our colleagues say Skipton\’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we\’ll help you take the next step towards a better future.
You will be joining the Homes Customer Journey team which consists of 6 x Customer Journey Analysts, 1 x Thematic Review analyst and 1 x Quality MI specialist with another soon to be recruited. We are customer obsessed and they are at the forefront of every journey we analyse. We work closely with Stakeholders across all the homes business inc. Vulnerable customers and each team within the three lines of defence models: 1st line quality assurance, compliance, and audit. Our core role is to analyse customer journeys across homes to ensure customers are getting good outcomes in line with Consumer duty.
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
- Holiday trading scheme allowing the ability to buy and sell additional annual leave days
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgage (conditions apply)
- Salary sacrifice scheme for hybrid & electric car
- A commitment to training and development
- Private medical insurance for all our colleagues
- 3 paid volunteering days per annum
- Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
- We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
You’ll be an SME (Subject Matter Expert) for Homes, evidencing and using your knowledge of our mortgage products and services to assess customer journeys, supporting the Society’s first line defence model.
Other key aspects:
- Understanding Consumer Duty and relevant requirements, providing feedback against the four outcomes and completing customer understanding calls
- Evidencing where an experience or outcome has failed and the impact against the customer and the Society
- Collaborating with Journey MI Analysts to produce reporting and provide MI to relevant stakeholders, setting clear actions and influencing change
- Identifying and highlighting key trends and emerging risks
- Adhering to Customer Journey Framework and KPI’s
- Maintaining a comprehensive understanding of industry developments and the regulatory environment
What Do We Need From You?
You will need to have already obtained CF1 & CF6 qualifications or be willing to work towards them if you are successful in role.
The ideal candidate will be able to:
- Manage conflict and deliver challenging messages and feedback
- Adapt to changing regulatory and business requirements
- Document and present key data and insights, tailored to different stakeholders
- Work towards and support the achievement of operational objectives and SLA’s
- Articulate and understand the three lines of defence
- The ideal candidate will have:
- Knowledge of FCA requirements including MCOB, Conduct Risk, Consumer Duty, Vulnerability and DISP
- Experience in Microsoft 365 Packages inc. word, PowerPoint, excel, Power BI
- A good understanding of external Mortgage activities
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Customer Journey Outcome Analyst employer: Skipton Building Society
Contact Detail:
Skipton Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Outcome Analyst
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand what makes them tick and be ready to discuss how your skills align with their mission. Show them you're not just another candidate!
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Get comfortable talking about your experiences and how they relate to the role of a Customer Journey Outcome Analyst. Confidence is key!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Journey Outcome Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Journey Outcome Analyst role. Highlight any relevant qualifications, like CF1 & CF6, and showcase your understanding of Consumer Duty and regulatory requirements.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about improving customer journeys and how your background makes you a great fit for our team. Don’t forget to mention your adaptability and conflict management skills!
Showcase Your Analytical Skills: As a Customer Journey Analyst, you'll need to demonstrate your ability to analyse data and identify trends. Include examples in your application that show how you've used data to influence change or improve outcomes in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Skipton Building Society
✨Know Your Customer Journey
Make sure you understand the ins and outs of customer journeys, especially in the context of the Homes business. Familiarise yourself with how the Society assesses these journeys and be ready to discuss specific examples where you've improved customer outcomes.
✨Brush Up on Regulatory Knowledge
Since this role involves understanding Consumer Duty and FCA requirements, it’s crucial to be well-versed in these areas. Prepare to discuss how you’ve navigated regulatory frameworks in past roles and how you can apply that knowledge here.
✨Showcase Your Analytical Skills
Be prepared to demonstrate your analytical abilities, particularly with data reporting and insights. Bring examples of how you've used data to influence change or highlight risks in previous positions, as this will resonate well with the interviewers.
✨Emphasise Collaboration
This role requires working closely with various stakeholders, so highlight your teamwork skills. Share experiences where you’ve successfully collaborated with others to achieve common goals, especially in a customer-focused environment.