The salary for this role is dependent on skills and experience
Customer journey reviewed are rooted in curiosity – taking the time to understand the full end-to-end experience of our customers to ensure we consistently meet expectations, regulatory requirements, and protect the Society.
We’ve an opportunity for QA Customer Outcome Journey Specialist to join the team. This role focuses on reviewing customer journeys across Savings, including account opening, ongoing servicing, complaints, bereavement, customer resolution, and Consumer Duty customer understanding.
Using a risk based Quality Assurance approach, you’ll assess journeys, provide assurance on customer outcomes, and identify risks to ensure the fair treatment of customers remains at the heart of everything that we do.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
Annual discretionary bonus scheme
25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
Holiday trading scheme allowing the ability to buy and sell additional annual leave days
Matching employer pension contribution (up to 10% per annum)
Colleague mortgage (conditions apply)
Salary sacrifice scheme for hybrid & electric car
A commitment to training and development
Private medical insurance for all our colleagues
3 paid volunteering days per annum
Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
Conduct end‑to‑end testing of customer journeys, assessing whether customers receive clear information, fair treatment, and positive outcomes
Potential to need to carry out ad hoc follow‑up customer calls to understand their experience and confirm whether key requirements were met
Review Savings journeys in depth, with scope to move into non‑regulated Financial Advice journey testing when needed
Record findings clearly and accurately to support reporting, insight and decision‑making
Identify risks, gaps or potential issues in journeys, escalating them appropriately
Provide constructive feedback to teams and individuals to help improve processes, customer experience and outcomes
Build strong knowledge of products, processes and systems to carry out thorough journey assessments
Work collaboratively across teams to help improve quality, identify trends, and support continuous improvement
Keep up to date with regulatory expectations (e.g. Consumer Duty) and internal policy changes.
What Do We Need From You?
Customer centric and empathetic – confident in knowing what a great customer outcome looks like
Strong experience in customer facing roles, whether over the phone, digital or face to face
Meticulous attention to detail, able to absorb, interpret and articulate information
Demonstrable knowledge of FCA requirements including Conduct Risk and Consumer Duty, and how these apply to customer outcomes
Ability to consider different perspectives, whilst making confident and well-reasoned decisions
Strong communication and stakeholder management, comfortable in providing constructive feedback and challenge where appropriate
