Customer Outcomes Analyst in Birmingham

Make a Difference This role, within the Customer Outcomes and CPCO Office, is responsible for delivering end-to-end customer outcomes testing across the full customer lifecycle. You will analyse complex customer journeys across legal, operational, and technology environments to ensure fair, consistent, and compliant outcomes, identifying risks of harm alongside opportunities for improvement. Working with stakeholders across the business, you’ll support effective remediation, embed Consumer Duty principles, and help drive continuous improvement in customer outcomes.

Your Impact

• Deliver customer outcomes testing across products, services, and end-to-end customer journeys using a range of methodologies (e.g. file reviews, thematic reviews, data analysis, journey testing)
• Assess whether customer outcomes meet internal standards and regulatory expectations, clearly documenting findings and trends
• Support mapping and analysis of customer journeys across systems, processes, and legal entities to identify risk points, failure points, and potential customer harm
• Use qualitative and quantitative data (e.g. complaints, NPS, surveys, operational data) to generate insights, assess outcomes, and identify trends and pain points
• Identify instances of poor customer outcomes or conduct risk and undertake root cause analysis across processes, systems, policies, and people
• Differentiating between isolated issues and systemic risks, supporting a clear understanding of underlying causes
• Support the design, tracking, and validation of remediation actions to ensure effective resolution and improved customer outcomes
• Produce clear, concise, and well-evidenced reports, contributing to governance

What You’ll Bring

• Financial services experience (e.g., banking, insurance, wealth)
• Customer journey analysis expertise; Six Sigma or Systems Thinking (desirable)
• Experience in Risk, Compliance, Assurance, Testing, Audit, or Operations
• Strong analytical skills, with the ability to translate data into insights
• Understanding of customer outcomes and conduct risk frameworks (e.g., Consumer Duty)
• Experience in journey mapping, process analysis, or end-to-end service assessment
• Familiarity with data tools (e.g., Excel, SQL, Power BI, Tableau)
• Experience supporting remediation or change initiatives
• Clear communication skills, both written and verbal
• High attention to detail and a structured approach
• Ability to assess complex issues, identify risks, and draw evidence-based conclusions
• Customer-focused mindset with a commitment to good outcomes
• Confidence to question and challenge constructively
• Strong collaboration skills across teams
• Accountability for delivering high-quality outcomes
• Ability to work autonomously in a small, specialist team, supporting testing and remediation activities

Benefits That Work for You

• Annual bonus to recognise your contribution.
• 28 days holiday (plus a culture day!) – rising to 30 days with service.
• Flexible hybrid working for better work‑life balance.
• Company pension scheme – matched plus 2% (up to 10%).
• Free secure underground Birmingham city centre parking (subject to availability, weekend use included).
• Salary sacrifice schemes that help you provide the things that matter – to include PMI, Electric Vehicle Leasing and cashback on everyday essentials.
• Enhanced family leave and two volunteering days to give back to causes you care about.

Why Wesleyan?

We’re building a culture where everyone belongs. Diversity isn’t just a policy—it’s part of who we are. Whatever your background, we want you to feel valued and empowered to thrive. We’re proud supporters of the ABI Making Flexible Work campaign, which means we’re open to discussing flexible working, job shares, and part‑time options.

What to Know Before Applying

• Right to Work: We’re unable to provide Visa sponsorship, so you’ll need the legal right to live and work in the UK.
• Advert Closing: We typically advertise for two weeks but may close early if we receive a high volume of applications—apply early to avoid disappointment.