Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Senior Customer Outcome Tester

About this role

This role will be responsible for validating our Customer Outcome Testing team’s work and supporting the Customer Outcome Testing Lead with the continual improvement of the testing programme. 

As an integral member of the team, you will have exposure across the business working closely with senior business and risk office leaders, marketing & analytics, compliance, legal, and operational risk management.

What you’ll do

• Manage a workload of risk based validations; ensuring decisions made on Customer Outcome Tests are accurate and that all documentation is completed correctly and stored appropriately. 

• Deliver validation results effectively by coaching and supporting the individual with any identified errors. Support the Customer Outcomes Testing Lead with ad hoc coaching (outside of BAU manager coaching) to target areas of continual improvement. 

• Support the Customer Outcome Testing leads by feeding insights identified across the multiple tests into their reporting.

• Be comfortable with building your internal and external network, to ensure Capital One is able to have a good understanding of where the bar is on outcomes.

• Be a customer advocate within the Risk Office and wider business.

What we’re looking for

• You’ll be someone who is able to identify what a good outcome is for a customer, and articulate why these haven’t been achieved - you’ll then be comfortable to validate other’s reviews of customer journeys.

• You’ll be comfortable with changing priorities to most effectively support the business priorities.

• You’ll have a high attention to detail, be able to identify areas where things aren’t as you would expect, and then be comfortable to seek to understand why.

• You'll have a deep understanding and knowledge around outcome testing.

• You’ll have a positive and can-do attitude, and always be looking to improve our work and processes.

• You’ll be a self starter who can manage their time and workload autonomously.

• You’ll have great teamwork skills, and be comfortable with working with stakeholders across the business. 

Where and how you'll work

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’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it 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 including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.

What you should know about how we recruit

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

• OutFront – 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

• EmpowHER - 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 ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

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. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.