Customer Outcome Testing Analyst – Milton Keynes
About The Role
SALARY:From 21,346 pa dependent on experience
LOCATION: Milton Keynes
HYBRID WORKING:Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office however flexibility is expected to meet the needs of the business and the role.
HOURS / CONTRACT TYPE: Part time, permanent Working 17.5 hours per week
CLOSING DATE: 14/07/26We reserve the right to close the advert earlier If we receive a high volume of applications.
Were looking for a Customer Outcome Testing Analyst to design, execute and continuously improve testing strategies that ensure customer journeys deliver fair, compliant, and positive outcomes across our products and services.
This analytical and compliance-focused role will be instrumental in identifying risks, validating customer experience against regulatory expectations and driving data-led insights that enhance decision-making and improve overall customer outcomes.
What youll be doing:
- Conduct detailed Customer Outcomes Testing in line with required standards, ensuring accuracy, consistency and timeliness to evidence that customers are receiving fair and appropriate outcomes.
- Identify and analyse emerging compliance risks, providing clear insights, feedback and practical recommendations to address any gaps or areas of concern.
- Assess the quality and adequacy of customer outcomes, including reviewing and recommending appropriate remediation where poor outcomes are identified.
- Evaluate the effectiveness of controls across the end-to-end customer journey, identifying weaknesses and suggesting improvements to minimise the risk of customer harm.
- Produce and collate thematic insights, including root cause analysis and recommended remedial actions, to drive continuous improvement in consistency and quality.
- Highlight training or knowledge gaps and support enhancements to core processes to strengthen customer journey delivery.
- Contribute to monthly board reporting, providing clear, insight-led updates and deliver regular feedback to operational and supplier managers.
What youll bring:
Youll be a detail-oriented and analytical professional with a strong understanding of customer outcomes, risk and compliance within a regulated environment.
Youll have a passion for delivering fair customer outcomes, with a proactive, insight-led approach to identifying risks and driving continuous improvement.
Essential experience & skills:
- A strong background in financial services, with proven experience in an assurance, quality assurance, or customer outcomes monitoring role within a regulated environment.
- Demonstrated ability to conduct root cause analysis and risk-based reviews, with confidence in interpreting and utilising management information (MI) and data to generate meaningful insights.
- Confident in presenting to senior leadership teams (SLT), with the ability to clearly articulate insights, challenge constructively and influence decision-making through well-structured, evidence-based recommendations.
- Experience of managing and influencing stakeholders at all levels, with the ability to work effectively across cross-functional teams.
- Expert knowledge of FCA rules and regulatory guidance, with a clear understanding of their practical application, particularly in relation to delivering good customer outcomes.
- Strong written and verbal communication skills, with the ability to present complex information and insights in a clear, concise and accessible way.
- A tenacious and proactive approach, demonstrating focus, resilience and determination to deliver results and overcome challenges.
Whats in it for you?
Bonus:Discretionary 10% on-target bonus (based on personal and Group company performance)
Pension:Employer pension contribution of 9% (based on employee contribution of 3%). VWFS will pay 6% if employee chooses a 2% employee contribution.
Car schemes*:Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehiclesplus car insurance.
ORCompany Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
Other benefits:From day 1 we provideincome protection, life assurance(4x salary),retail discount vouchers, access toCare Concierge(a service to support carers of adults), along with other salary sacrifice options including awill writing serviceandcycle to work(subject to scheme restrictions).
Following successful completion of probation, you will have access toprivate medical insurancefor you (with the option to buy additional family cover), access to our loan car scheme for up to 2 carsfor your partner or eligible family members (subject to scheme restrictions) and during our annual benefit window you can purchasecritical illness coveranddental cover, so you can select the benefits that matter to you.
We invest in our people and are passionate about driving development. Youll have access toLinkedIn Learningvia our Degreed platform as well as a host ofprofessional development programmes and opportunitiesto build your technical and soft skills so you can further develop your career. We also offermentoring schemesandreciprocal partnershipsrecognising that we can all learn from each other in the flow of work.
About You
About Us
Why join VWFS UK?
Youll have the opportunity to make a difference by helping us to achieve our mission.
Our mission is straight forward; we want to be ‘The Key to Mobility’. That means we make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!
VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates. Diversity, Equity & Inclusion isnt just a statement for us, we encourage and aspire for all our colleagues to be their 100% self. If you need any reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Resourcing Team.
This role does not meet the UKVIs criteria for the skilled worker sponsorship route, therefore we are unable to accept candidates requiring sponsorship for this role.
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