At a Glance
- Tasks: Join our team to enhance customer journeys and ensure great outcomes.
- Company: Skipton is the UK's fourth largest building society, owned by its members.
- Benefits: Enjoy flexible working, generous leave, bonuses, and health perks.
- Other info: Training provided, with opportunities for regulatory qualifications.
- Why this job: Make a real impact on customer experiences while growing your career.
- Qualifications: We seek empathetic, detail-oriented individuals with strong communication skills.
The predicted salary is between 18600 - 18600 € per year.
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QA Customer Outcome Journey Specialist page is loaded
QA Customer Outcome Journey Specialist
Apply locations Skipton, England time type Part time posted on Posted 4 Days Ago job requisition id JR3063Hours:
14 hours per week, across two days. One of the working days must be either Tuesday/Wednesday on site at our Head Office in Skipton. Initial training is on site at our Head Office for the first 3 months.Salary:
£27,900 Pro RataClosing Date:
Wed, 16 Jul 2025Customer Journey reviews are about being curious. It’s about looking at the full journey for our customers to ensure we meet our customers’ expectations, the regulatory requirements and protect the Society. We have a great opportunity available for someone to join our Customer Outcomes Journey Team, as a Customer Outcome Journey Specialist.
The role covers journey across savings, including complaints and bereavement ensuring we deliver good customer outcomes. The overriding factor is on the customer outcomes ensuring you contribute to the control environment as part of the first line of defence within our ‘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.
The team you will be joining, is the Customer Outcomes – Vulnerable Customers, Consumer Duty and Savings Journey Team. This is a team of 8 colleagues who collaborate with stakeholders across Money and Home Financing. The team consists of 6 Customer Outcome Regulation Specialists and 2 Customer Outcome Journey Specialist.
Customers are at the forefront of everything we do. We work closely with the bereavement, complaints, Branch and Money Direct teams to ensure we deliver good customer outcomes.
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?
- Develop & maintain strong relationships, working collaboratively with leaders to improve customer outcomes.
- Challenge processes to ensure they are fit for purpose, deliver business benefits and achieve potential efficiencies.
- Produce analyse monthly MI and identity trends
- Work cross functionally within the team to understand the overall customer outcome journey performance. Considering the trends and repeat issues and how these impact individuals’ reviews.
What Do We Need From You?
We are looking for an empathetic, enthusiastic and driven individual, with attention to detail and confidence in knowing what a great customer outcome looks like.
You’ll need to be:
- Independently make decisions
- Curious and brave to ask questions, challenge and keep the customer at the heart of what we do
- Excellent verbal and written communication with stakeholders at all levels
- Clear organisation and prioritisation skills, with ability to manage own deadlines
- Knowledge of the Money and Homes processes
- Collaboratively in your work, liaising with various stakeholders
- An understanding of the Society’s Customer Strategy and Proposition
- Working knowledge of FCA requirements including conduct risk and consumer duty, with the ability to interpret regulations and apply these to role
We offer training and development, and this is a great opportunity for someone wanting to take their career to the next level with the opportunity to take regulatory qualifications as part of the roles.
Welcome!
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. Why? It’s just the way we are. We care about sustainability and look to the long-term for both colleagues and customers. And we know that when we build better futures as individuals, we build better futures as a business.
#J-18808-LjbffrQA Customer Outcome Journey Specialist employer: Skipton International Ltd
Skipton Building Society is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to work/life balance, flexible working arrangements, and a vibrant office environment, we foster a collaborative culture where your ideas can thrive. Our comprehensive benefits package, including generous annual leave, training opportunities, and a focus on health and wellbeing, ensures that you can grow both personally and professionally while making a meaningful impact on our customers' journeys.
StudySmarter Expert Advice🤫
We think this is how you could land QA Customer Outcome Journey Specialist
✨Tip Number 1
Familiarise yourself with the principles of customer journey mapping. Understanding how to analyse and improve customer experiences will be crucial in this role, so consider researching best practices or even taking a short course on customer experience management.
✨Tip Number 2
Network with current or former employees of Skipton Building Society. They can provide valuable insights into the company culture and expectations for the QA Customer Outcome Journey Specialist role, which can help you tailor your approach during interviews.
✨Tip Number 3
Brush up on your knowledge of FCA regulations and conduct risk. Being well-versed in these areas will not only demonstrate your commitment to compliance but also show that you understand the importance of regulatory frameworks in delivering excellent customer outcomes.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully improved customer outcomes or resolved complex issues. Having specific stories ready will help you illustrate your skills and fit for the role during the interview process.
We think you need these skills to ace QA Customer Outcome Journey Specialist
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the responsibilities and requirements of the QA Customer Outcome Journey Specialist position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Relevant Experience:In your CV and cover letter, emphasise any previous experience related to customer outcomes, regulatory compliance, or process improvement. Use specific examples to demonstrate your ability to deliver great customer outcomes.
Showcase Communication Skills:Since excellent verbal and written communication is crucial for this role, ensure your application reflects your ability to communicate effectively. Consider including examples of how you've successfully engaged with stakeholders in the past.
Express Your Curiosity:The role requires a curious mindset. In your application, mention instances where you have asked questions or challenged processes to improve outcomes. This will show that you embody the qualities they are looking for in a candidate.
How to prepare for a job interview at Skipton International Ltd
✨Understand the Customer Journey
Familiarise yourself with the concept of customer journeys, especially in the context of savings and complaints. Be prepared to discuss how you would ensure good customer outcomes and what steps you would take to improve the journey.
✨Show Empathy and Curiosity
Demonstrate your ability to empathise with customers and show genuine curiosity about their experiences. Prepare examples from your past where you've successfully navigated customer interactions or resolved issues.
✨Know the Regulatory Landscape
Brush up on FCA requirements, conduct risk, and consumer duty. Be ready to explain how these regulations impact customer outcomes and how you would apply this knowledge in your role.
✨Highlight Collaboration Skills
Since the role involves working closely with various stakeholders, prepare to discuss your experience in collaborative environments. Share specific instances where teamwork led to improved customer outcomes or operational efficiencies.
