Birchlake Recruitment
Outcome Testing Specialist
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Birchlake Recruitment Partnership Opportunity
Birchlake Recruitment is delighted to be partnering with a leading UK financial services organisation based in Milton Keynes in the search for an Outcome Testing Specialist to join their Customer Operations Quality Assurance team on a 12-month fixed-term contract.
This is an excellent opportunity for an experienced Quality Assurance, Outcome Testing or Compliance professional who is passionate about delivering positive customer outcomes and helping organisations meet their regulatory obligations.
The Role
Working within a specialist Quality Assurance team, you'll conduct independent outcome testing across a range of customer journeys to assess whether customers are receiving fair and appropriate outcomes in line with Consumer Duty and FCA expectations.
You'll review customer interactions across multiple communication channels, identify opportunities for improvement and work closely with stakeholders to drive meaningful change across the business.
Key Responsibilities
- Conduct independent outcome testing across customer journeys
- Assess compliance with FCA regulations, Consumer Duty and internal policies
- Review customer interactions across telephone, email, webchat and written correspondence
- Identify poor customer outcomes and recommend remediation
- Produce clear, evidence-based feedback and reports
- Carry out trend analysis to identify emerging risks and control weaknesses
- Work collaboratively with operational teams to improve customer journeys
- Support continuous improvement initiatives and regulatory projects
- Present findings to stakeholders across the business
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About You
You'll ideally have experience in one or more of the following:
- Outcome Testing
- Quality Assurance
- Compliance Monitoring
- Conduct Risk
- Consumer Duty
- Customer Operations Quality Assurance
You'll also possess:
- A strong understanding of FCA regulation and Consumer Duty
- Excellent analytical and investigative skills
- Experience assessing customer outcomes against regulatory requirements
- The ability to communicate findings clearly and confidently
- Strong report writing and stakeholder management skills
- A proactive approach with excellent attention to detail
Experience within financial services is essential, with automotive finance experience viewed as advantageous but not essential.
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What's on Offer
- 12-month fixed-term contract
- Salary between £40,000 - £45,000
- Hybrid working (3 days in the office)
- Opportunity to join a highly regarded Quality Assurance function
- Exposure to Consumer Duty and regulatory change initiatives
- Collaborative and supportive working environment
Benefits
- Bonus 13.5% of salary. Please note, this is only payable if global company targets are met and a bonus is awarded which is not always guaranteed. If a bonus is paid for 2026, this would be payable at the end of the 12 months FTC.
- Eligible to participate in company car scheme (LPS). Vehicle will be allocated based on stock and availability associated with grade.
- Private medical insurance.
- Company pension scheme.
If you're passionate about delivering good customer outcomes and want to play an important role in helping shape customer experience within a regulated environment, we'd love to hear from you.
Apply today or contact Birchlake Recruitment for a confidential discussion.
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