Kind Consultancy is working with an Alternative Financial Services firm which is currently seeking a Customer Outcomes Analyst to join them in a full time, permanent role based in their Birmingham offices.

The Customer Outcomes Analyst will play a key role in ensuring that the business delivers consistently good customer outcomes across all products, services, and customer journeys, with key responsibilities including:

• Conducting risk‑based customer journey reviews (e.g., savings, lending, onboarding, servicing) to assess whether customers received good outcomes based on their individual circumstances.
• Applying consistent outcome‑testing methodology, documenting evidence, rationale, and scoring in line with the Bank’s framework.
• Identifying issues, foreseeable harms, and opportunities for improvement in the design or delivery of customer journeys.
• Supporting calibration sessions by providing accurate assessments, discussing case outcomes, and ensuring alignment with team scoring standards.
• Ensuring vulnerable customer considerations are fully evaluated and evidenced in all testing activity.
• Ensuring all assessments and findings align with FCA Consumer Duty, Treating Customers Fairly (TCF), and conduct risk expectations.
• Identifying risks of non‑compliance, poor outcomes, or procedural weaknesses, escalating issues promptly to the Senior Customer Outcome & Assurance Manager.
• Working collaboratively with Compliance, Operational Risk, and business teams to clarify requirements and ensure processes support fair outcomes.
• Maintaining up‑to‑date awareness of relevant regulatory guidance, internal policies, and outcome‑testing standards.
• Conducting quality reviews of operational processes, documentation, and customer interactions to identify service gaps, errors, or areas impacting customer outcomes.
• Assessing whether internal procedures and controls are being followed consistently and effectively.
• Recommending practical improvements to processes, scripts, systems, or documentation to enhance customer experience and reduce risks.
• Analysing data from customer interactions, transactions, feedback, and outcome‑testing results to identify trends, themes, and indicators of harm.
• Producing accurate, high‑quality reports summarising findings, insights, and recommendations.
• Providing clear and actionable feedback to business areas to support training, remediation, and continuous improvement.
• Maintaining complete and auditable records of testing activity, observations, evidence, and remedial actions.
• Working closely with colleagues in Operations, Compliance, Risk, and Product to share findings and support effective resolution of identified issues.
• Providing insight to help improve policies, procedures, guidance materials, and customer communications.
• Contributing to a culture that prioritises good customer outcomes, fairness, and quality service.

Our ideal candidate for the Customer Outcomes Analyst position:

• Has proven experience in Customer Outcome Testing, QA or Conduct Risk within Financial Services
• Possesses strong knowledge of FCA Consumer Duty, Treating Customers Fairly (TCF), and conduct risk principles
• Is able to assess end-to-end customer journeys and evaluate outcomes based on individual circumstances
• Has experience of applying risk-based methodologies and consistent scoring frameworks
• Is skilled in identifying customer harm, control weaknesses, and non-compliance risks
• Demonstrates strong analytical and critical thinking skills with attention to detail
• Has a good understanding of vulnerable customer frameworks and how to embed considerations into reviews
• Is able to conduct quality reviews of processes, documentation, and customer interactions
• Has strong communication skills, both written and verbal, through various mediums and with different stakeholders

If you're interested in the Customer Outcomes Analyst role, you have the necessary skills, knowledge and experience and you're based in or can commute to Birmingham, please apply with an updated CV today.