Customer Outcomes Analyst

at  Hinckley and Rugby Building Society

Company: Hinckley & Rugby Building Society
Position: Customer Outcomes analyst
Employment Type: Part time (15 hours)

ABOUT US:

At Hinckley & Rugby, we pride ourselves on providing exceptional customer services to our members. As a medium-sized building society, we focus on fostering strong relationships and delivering tailored solutions to meet our members’ needs.

QUALIFICATIONS/EXPERIENCE:

• Previous experience in a customer service role, ideally within the financial sector would be desirable.
• Strong communication and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to work effectively in a team-oriented environment.

WE ARE COMMITTED TO CREATING A DIVERSE AND INCLUSIVE WORKPLACE. WE WELCOME AND ENCOURAGE APPLICATIONS FROM ALL QUALIFIED INDIVIDUALS REGARDLESS OF RACE, ETHNICITY, RELIGION, AGE, GENDER, SEXUAL ORIENTATION, DISABILITY, OR ANY OTHER STATUS PROTECTED BY APPLICABLE LAW. WE BELIEVE THAT A DIVERSE AND INCLUSIVE WORKFORCE LEADS TO GREATER INNOVATION AND SUCCESS, AND WE ARE DEDICATED TO FOSTERING AN ENVIRONMENT WHERE EVERYONE FEELS VALUED, RESPECTED, AND INCLUDED.

We look forward to receiving your application!
Closing Date: Friday 21 February 2025.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your CV as early as possibl

ROLE OVERVIEW:

We are looking for a passionate, enthusiastic and customer centric individual to join our team. You 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 our values and customer promise.

KEY RESPONSIBILITIES:

• Conduct comprehensive reviews of mortgage and savings customer journeys to ensure positive outcomes based on individual circumstances.
• Utilise outcome data to identify and investigate root cause and trend analysis for testing, driving improvements.
• Perform customer outcome reviews. Collaborate with internal teams to resolve any customer issues or concerns promptly.
• Support the production of management information (MI) and reporting for internal governance meetings.
• Acting as a Vulnerable Customer Champion – identify improvements and opportunities to support our customers.
• Participate in calibration sessions to ensure consistent outputs and engage with stakeholders on customer outcomes.
• Advocate for good customer outcomes in all business or transformational initiatives.