Senior FA Customer Outcome Journey Specialist

Full Job Description

We have an exciting opportunity here at Skipton Building Society for a Senior FA Customer Outcomes Consultant to join our Customer Outcomes team (previously Quality Assurance). Your role will be responsible for undertaking journey reviews across various customer journeys, to identify whether the Society is delivering good customer outcomes.

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.

You will be joining the Customer Outcome – FA Journey team, a small team with 3 specialists who use their understanding of financial advice, customer outlook and curiosity to assess the outcomes our customers experience. We work closely and collaboratively with teams right across Financial Advice to ensure each month our work is focused on the emerging risks and challenges faced by the business and our customers. Through this role you can make a real difference to our customer and help drive improvements in how we operate day to day. 

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)

• 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

• Responsible for undertaking journey reviews across various customer journeys, to identify whether the Society is delivering good customer outcomes. This will involve consideration of all parts within the end-to-end journey, specifically considering customer understanding, communications, support, advice and foreseeable harm.

• Complete one-off, in-depth reviews of specific concerns identified within financial advice

• Use MI, data and stakeholder relationships to focus our monthly checks on emerging risks 

• Be a subject matter expert across the journeys to support colleagues with training, development, queries and escalate areas for improvement

• Responsible for developing and maintaining constructive and positive relationships with key internal stakeholders to improve customer outcomes. This includes providing constructive feedback and supporting process development where required

• Maintain a comprehensive understanding of industry developments, the regulatory environment, Society product risks, features, systems, and policies

• Support in the identification and delivery of the team’s continuous improvement. As a new team, support the training and development of other colleagues in the team. 

• Level 4 Diploma in Regulated Financial Planning

• A curious mindset to challenge existing ways of working and to be able to challenge where appropriate

• Excellent communication skills, both written and verbal.

• The ability to work effectively and accurately, under pressure at times, with minimal supervision, independently and as part of a team

• Proven ability to develop and maintain effective working relationships across teams/stakeholders

• The ability to empathise with our customers – to help identify good outcomes.

• Understanding of the Society’s Customer Strategy and Proposition.

• Working knowledge of FCA requirements including Conduct Risk, Consumer Duty to ensure adherence within the team/department.

• Experience of identifying and implementing process changes