Your Impact

Here’s how you’ll make a difference:

• Deliver customer outcome testing across products, services, and customer journeys, assessing outcomes against regulatory and internal standards and identifying trends in customer results.
• Analyse customer journeys and data to identify customer needs, pain points, risks, failure points, and areas of potential customer harm, including impacts on vulnerable customers.
• Identify issues and conduct root cause analysis to determine the drivers of poor customer outcomes, distinguishing between isolated incidents and systemic risks.
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