Customer Outcome Tester

Location: Nottingham, Eng

Time Type: Full time

Job Description

About this Role

We are looking to recruit an Associate level tester to join our established Customer Outcomes Testing Team. The role will be responsible for completing journey testing to review whether our customers receive good outcomes and identifying areas of opportunity for improvement.

What you’ll do

• Complete Journey Testing on specific populations of customers in line with the testing scope and methodology

• Document your findings accurately to enable the testing to be reviewed and also re-performed as necessary

• Understand insights from a range of sources to support your findings in a broader context 

• Clearly communicate areas of concern, opportunity or best practice

• Self manage timelines in alignment with the testing schedule

• Build and manage a network of business partners to provide the context on the reasons why processes are performed in the way they are, along with any relevant risks that may be associated with the process

• Look to develop the team process and results to give maximum impact to the business and our customers

What we’re looking for

• You’ll have a high attention to detail, able to identify areas where things aren’t as you would expect, and then be comfortable to seek to understand why

• You’ll be a keen problem solver, always wanting to ask why things are done the way they are, and the impact of doing things in a certain way

• You’ll be someone who is able to identify what a good outcome is for a customer, and articulate why these haven’t been achieved

• You’ll have strong influencing skills with the confidence to challenge the status quo 

• You’ll be able to project plan pieces of work, identifying key milestones and reporting on progress against them

• You’ll have great experience of Capital One processes and systems AND / OR be an experienced tester in the financial services industry for identifying good customer outcomes

• You’ll drive continuous improvement and be an advocate for the team and department

• Working knowledge of Consumer Duty and what that means for our business 

Where and how you'll work

This is a permanent position based in our Nottingham office.  

We have a hybrid working model which gives you flexibility to work from our offices and from home. 

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.