Customer Outcome Manager

Customer Outcome Manager

Nottingham Trent House, United Kingdom

We are seeking an experienced leader to manage our UK customer testing programme. As the lead of the Customer Outcome Testing team, you will be responsible for developing and overseeing the testing team, enhancing our testing strategy and collaborating with senior stakeholders across the UK business.

• Oversee the Customer Journey testing programme, ensuring an effective and efficient approach to testing
• Develop and mentor the testing team fostering an environment of continuous improvement and excellence
• Inform senior stakeholders with results via formalised reports, highlighting improvement opportunities and actionable recommendations
• Provide key information to the Customer Outcome and Insight Committee, supporting AEs in monitoring their processes
• Enhance and refine the testing methodology, adapting best practices and innovating approaches
• Collaborate with insight providers across the whole UK business

• Outcome testing or Quality Assurance experience in a regulated environment
• Ability to lead a testing programme delivering results through others
• Ability to self‑identify process improvements to enhance efficiency and execute them
• Strong stakeholder management skills and the ability to influence and collaborate with a wide range of people
• Capability to partner within and beyond the team, building productive cross‑business relationships; analysing and sharing results and insights through reports
• Strong organisational skills with the ability to remain focused and flexible in a changing environment

This is a permanent position based in our Nottingham office. We have a hybrid working model which gives you flexibility to work from our offices and from home. We are big on collaboration and connection, so you’ll be based in our Nottingham office three days a week on Tuesdays, Wednesdays and Thursdays. Many of our associates have flexible working arrangements, and we’re open to discussing an arrangement that works for you.

• Bring us all this – and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance with flexible benefits available such as season‑ticket loans, cycle‑to‑work scheme and enhanced parental leave
• Open‑plan work spaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible.

And we offer benefits that attract people at all ages and stages.

We also partner with organisations including The Women In Finance and Race At Work Charters, Stonewall and UpReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• Out Front to provide LGBTQ+ support for all associates
• Mind Your Mind signposting support and promoting positive mental wellbeing for all
• Women in Tech promoting an inclusive environment in tech
• Empow
  
  HER – network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact the Recruitment Team for further assistance.

At Capital One, we’re building a leading information‑based technology company. Still founder‑led by Chairman and Chief Executive Officer Richard Fairbank, we are on a mission to help our customers succeed by bringing ingenuity, simplicity and humanity to banking. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results.

We elevate each other and obsess about doing the right thing.