Customer Outcomes Senior Analyst

Serving our customers, communities, and planet a little better every day.

Salary - Up to £, + Benefits

Location – Edinburgh, Permanent

Office attendance - Our roles are hybrid; however, you should be able to travel to our offices 2 days per week.

Closing Date - Applications close on Friday th January at 5pm

A chance to thrive

We’re looking for a Senior Analyst to join our Customer Outcomes Team. You’ll be part of the team responsible for ensuring Tesco Bank delivers consistently good customer outcomes, for all consumer products.

What you’ll be doing:

• Work with the Value Streams and other key stakeholders to champion the customer and deliver good customer outcomes in the context of Consumer Duty.
• Conduct thematic and in-depth reviews of customer journeys and communications, Loans applications or Power of Attorney, to identify where improvements can be made from a Consumer Support and Consumer Understanding perspective.
• Work with Event owners to evaluate the impact on customers and support the completion of Customer Harm Assessments.
• Have an expert understanding of the Tesco Bank Good Outcomes Framework and support commercial managers through the product change process.
• Support the development and production of the papers for the Customer Outcomes Forum, which has senior visibility.
• Work in partnership with the technical analysts in the team to identify insights from the data and identify improvements.
• Liaise with colleagues in Barclays to implement the best-of-both approach for delivering good customer outcomes.

We need you to have:

• Good knowledge of the FCA Consumer Duty regulations, with expertise in the Consumer Support and Consumer Understanding outcomes.
• Excellent communication skills, presenting key information and insight to senior management and other business stakeholders.
• Familiarity with customer journey mapping, and inclusive design principles.
• Ability to assess complex issues, apply regulatory principles, and recommend practical solutions.
• Experience in compliance monitoring, risk assessment, and control testing.
• Understanding of governance frameworks and escalation processes.

We don’t expect you to tick every box, and if you feel you hit most of the brief, it is worth exploring to further develop your career here with us at Tesco Bank.

What’s in it for you:

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance including GP Service scheme.
• Discretionary annual incentive (AVP level and above).
• Indulge in a holiday allowance of days plus 8 prescribed bank holidays.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.
• Take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves at Tesco Bank. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.