Skipton International Ltd

Cookie Policy - Privacy Message Application Security Management (ASM) cookie s If you ignore the cookie banner or choose to decline To support our careers site and recruitment journey we use third party websites. When entering these websites you will be subject to the cookie policies of that website. Please familiarise yourself with these cookie policies and make choices based on your needs.Cookie duration depends on the cookie type: \_ga - Expires after 2 years (1st party) \_gat\_UA-nnnnnnn-nn gid - Expires after 1 day (1st party) \_ga\_nnnnnnnnnn - Expires after 2 years (1st party)Customer Journey Outcome Analyst page is loaded Customer Journey Outcome Analystlocations: Skipton, Englandtime type: Full timeposted on: Posted Todayjob requisition id: JR3558 Hours: 35 hours per week, Monday to Friday, a minimum of 3 days per week need to be worked from Head Office in Skipton. Salary: £32,000 Per Annum Closing Date: Fri, 1 May 2026 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.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.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 membershipYou'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 environmentYou 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