Customer Assurance Expert

5 days ago


Nelson, Nelson, New Zealand Leeds Building Society Full time

Our purpose is to put home ownership within reach of more people, generation after generation. We're looking for a skilled Customer Assurance Expert to lead our outcomes testing efforts and help us deliver on this promise.

The successful candidate will play a key role in ensuring the quality of our customer outcomes, working closely with heads of business functions and second and third line risk teams. This is an exciting opportunity for someone who wants to make a real impact on our customers' lives.

We're committed to creating a culture and workplace that is representative of the communities we serve. If you have a passion for customer assurance and a drive to succeed, we'd love to hear from you.

About Our Customers

At Leeds Building Society, our customers are at the heart of everything we do. We're proud to be part of their financial journey, helping them achieve their goals and build a secure future. As a Customer Assurance Expert, you'll be working closely with our customers, understanding their needs, and ensuring that we deliver high-quality outcomes that meet their expectations.

Your Responsibilities

  • Lead and deliver customer outcomes testing across our core product journeys (Mortgages, Savings, and Insurance)
  • Work closely with heads of business functions and second and third line risk teams to embed outcomes testing and drive improvements
  • Analyse test findings/data, identifying trends and root causes to support outcomes understanding and insight
  • Develop and maintain effective relationships with stakeholders, including senior management and external partners

What You'll Need

  • Strong understanding of FCA Code of Conduct Rules, Principles for Business, Consumer Duty Regulation, and Vulnerable Customer Guidance
  • Ability to influence senior stakeholders at head of business function level
  • Experience of customer outcomes testing of FCA regulated activities (e.g. Mortgage Advice, Underwriting, Savings, and Insurance)
  • Excellent communication, listening, and writing skills, including being able to provide coaching and feedback

What We Offer

  • Annual colleague bonus of up to 12%
  • Hybrid working with 60% of your time at home
  • Matched pension contributions of up to 10%
  • 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
  • Colleague Mortgage and Saver products
  • Electric vehicle scheme/Cycle to Work scheme
  • 2 days' volunteering per year

About Us

Leeds Building Society is a purpose-driven organisation that puts its customers at the heart of everything it does. We're committed to creating a culture and workplace that is representative of the communities we serve. If you share our values and are passionate about delivering exceptional customer experiences, we'd love to hear from you.



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