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Test Manager - Hinckley, Leicestershire, United Kingdom - Ultimate Banking Ltd
Description
This is a great opportunity to work for a highly customer focussed and established mortgage and savings provider where you will be putting the customer first, in a progressive role.
Reporting to the Head of Customer Operations, the Customer Outcomes Manager is a new role to the business and will be responsible for customer outcome and quality measurement and testing, to ensure customer facing teams and colleagues are focused on delivering good outcomes and quality service in line with their values and customer promise.
Accountable for leading a team that review key mortgage and savings customer journeys, to measure if good customer outcomes are being achieved.
Develop and maintain the framework and plan for measuring and testing outcomes and quality, ensuring customers in vulnerable circumstances are included.
Utilise outcome data to identify and investigate root cause and trend analysis for testing.Experience in financial services sector, and a depth of knowledge within mortgage and savings.
Focus on accuracy and quality, and evidence of utilising data analysis to influence operational decisions.
Good understanding of regulatory compliance and risk management.
The successful candidate will likely come from a customer process / operations background and use data to inform / measure decisions.
You will live within commutable distance, long term circa.2 days a week but for the first months in the role you will be more regularly onsite as you set up and manage the Team.
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