Customer Outcomes Analyst – 18-Month FTC
Grade: Team Leader/Technical Expert
Managers Name: Sarah Hale / Donna Stanway
Closing Date: 13/09/2026
The salary advertised is a guide based on our current reward architecture, the salary offered would be within the salary range for the role. If you are submitting an application for a lateral move, i.e. a move to a role at the same grade, there is no automatic/guaranteed salary increase.
How You’ll Help Shape Brighter Futures with Wesleyan
This role is responsible for delivering customer outcomes testing across end-to-end customer journeys to ensure fair, consistent, and compliant outcomes. The role holder will analyse customer journeys across complex legal, operational, and technology environments, identify risks of harm or poor outcomes, and support the design and delivery of effective remediation activity.
It will also be important to identify and feedback good practice in order to support the continuous improvement of customer outcomes.
This is a hands-on role requiring strong analytical capability, attention to detail, and the ability to translate complex findings into clear, actionable insight.
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.
- Support remediation activities by helping design corrective actions, monitoring progress, and validating improvements in customer outcomes.
- Produce insight-led reporting and governance updates, maintaining accurate records and delivering clear, evidence-based findings to stakeholders and governance forums.
- Collaborate with key stakeholders and drive continuous improvement, enhancing testing frameworks, data quality, monitoring approaches, and customer outcomes while keeping abreast of regulatory developments.
What You’ll Bring
- Experience in financial services (banking, insurance, wealth, or similar)
- Knowledge and experience of Customer Journey Analysis, with preferable experience in Six Sigma and / or Systems Thinking
- Experience in one or more of: Risk, Compliance, Assurance, Testing, Audit and Operations
- Strong analytical and problem-solving skills, with the ability to interpret data and translate it into meaningful insights
- Knowledge or understanding of customer outcomes and conduct risk frameworks (e.g., Consumer Duty)
- Experience or exposure to customer journey mapping, process analysis, or end-to-end service assessment
- Customer-focused mindset, with the ability to understand and advocate for good customer outcomes
- Ability to operate effectively in a small, specialist team environment, demonstrating flexibility, autonomy, and a hands-on approach to both testing and remediation activities
Growing at Wesleyan
We’re building a culture where everyone belongs. Diversity isn’t just a policy—it’s part of who we are. Whatever your background, we want you to feel valued and empowered to thrive. With over 35% of our vacancies being filled by internal colleague moves, we are committed to supporting your development within the business.
If you need reasonable adjustments during the recruitment process, just let us know—we’re here to support you.
Ready to Shape Your Future?
Please discuss you application for this role with line manager before applying for this position, so that we can support your progression and development.
What to Know Before Applying
Please note: We are giving priority interview opportunities to colleagues whose current roles are At Risk of Redundancy. If we receive interest for this role from this group of colleagues who demonstrate the minimum criteria, they will be considered first.
We’re proud supporters of the ABI Making Flexible Work campaign, which means we’re open to discussing flexible working, job shares, and part-time options.