The salary for this role is starting at £32,000 PA dependent on skills and experience.
We are recruiting for a Customer Journey Analyst, to come and join us in making a real difference to our members and the Society. You’ll be assessing journeys across our Homes business, ensuring we are providing customers with good outcomes, and highlighting customer & society risks and process gaps. You’ll be part of the first line of defence within the Society’s ‘3 lines of defence’ model for managing Regulatory, Conduct Risk and Operational Quality.
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.
You will be joining the Homes Customer Journey team which consists of 6 x Customer Journey Analysts, 1 x Thematic Review analyst and 1 x Quality MI specialist with another soon to be recruited. We are customer obsessed and they are at the forefront of every journey we analyse. We work closely with Stakeholders across all the homes business inc. Vulnerable customers and each team within the three lines of defence models: 1st line quality assurance, compliance, and audit. Our core role is to analyse customer journeys across homes to ensure customers are getting good outcomes in line with Consumer duty.
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?
You’ll be an SME (Subject Matter Expert) for Homes, evidencing and using your knowledge of our mortgage products and services to assess customer journeys, supporting the Society’s first line defence model.
Other key aspects:
Understanding Consumer Duty and relevant requirements, providing feedback against the four outcomes and completing customer understanding calls
Evidencing where an experience or outcome has failed and the impact against the customer and the Society
Collaborating with Journey MI Analysts to produce reporting and provide MI to relevant stakeholders, setting clear actions and influencing change
Identifying and highlighting key trends and emerging risks
Adhering to Customer Journey Framework and KPI’s
Maintaining a comprehensive understanding of industry developments and the regulatory environment
What Do We Need From You?
You will need to have already obtained CF1 & CF6 qualifications or be willing to work towards them if you are successful in role.
The ideal candidate will be able to:
Manage conflict and deliver challenging messages and feedback
Adapt to changing regulatory and business requirements
Document and present key data and insights, tailored to different stakeholders
Work towards and support the achievement of operational objectives and SLA’s
Articulate and understand the three lines of defence
The ideal candidate will have:
Knowledge of FCA requirements including MCOB, Conduct Risk, Consumer Duty, Vulnerability and DISP
Experience in Microsoft 365 Packages inc. word, PowerPoint, excel, Power BI
A good understanding of external Mortgage activities
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What We Do
Not just another building society. Not just another job.
Imagine how good it would feel to help someone choose the mortgage they’ll use to buy their first home. Or the account they’ll use to save for it. We’ve been helping people make big financial decisions since 1853. It’s why over a million customers trust us as a good place for their money, and why our colleagues say we’re a good place to work.
The Bailey (our head office)
The Bailey is the vibrant hub where you’ll find all our central functions. We’re always looking for new talent because we love hearing new ideas. You can choose from a variety of roles that range from marketing and IT, through to audit, risk, products, digital and more – or maybe you’ll join our lively contact centre team. We’re based in Skipton, just a short train ride from Bradford and Leeds, we’re a stone’s throw from the A65 and have some cracking views of the Yorkshire Dales.
Our network of UK branches
Our branch colleagues are the face of Skipton Building Society. They’re relationship-builders, team workers, great talkers and they’re brilliant at listening too. Everything they do is designed to help customers make the best financial decisions, whether that’s choosing the right kind of savings account or having a full financial review.
The Skipton culture
Happy colleagues mean happy customers. So, when we recruit, we don’t just think about what’s in it for us, we think about what’s in it for you. It’s one of the reasons we’ve been recognised as one of The Times Best Companies to Work for the last 6 years.
Mind, body and spirit
With our colleagues’ support, we’ve created a culture that promotes diversity and inclusion. We understand the rich diversity in our Society, and how harnessing that diversity through effective inclusive practice has profound benefits for individuals, teams and the Society it self. This includes a progressive approach to personal well-being.
