Customer Product Outcomes Tester

PURPOSE OF ROLE

Lawes are partnering with a regulated financial services organisation to appoint an Outcomes Tester. This role is responsible for assessing customer interactions across distance-based sales and complaints handling to ensure fair customer outcomes, regulatory compliance, and continuous process improvement. The successful candidate will provide actionable insight to senior stakeholders and help drive enhancements to customer experience and operational practice.

RESPONSIBILITIES

• Conduct outcome testing across a range of customer journeys and contact channels
• Understand the process of evaluating a product's viability, quality, and market potential at various stages of its lifecycle
• Assess interactions against internal standards and regulatory requirements
• Evaluate if a product delivers intended, positive results for customers
• Produce structured reports highlighting risks, trends, and improvement opportunities
• Collaborate with operational and leadership stakeholders to influence positive change
• Escalate potential customer or regulatory risks promptly and appropriately
• Support calibration of scoring and sampling to maintain consistency and quality
• Contribute to embedding change initiatives that enhance customer outcomes
• Promote a culture of continuous improvement and learning

DAY -TO-DAY

• Review customer calls and interactions against agreed frameworks
• Document findings clearly and accurately
• Discuss insights with internal stakeholders to support improvement plans
• Prioritise testing activities based on risk and business need
• Support knowledge sharing and coaching relating to quality and outcomes
• Maintain accurate records and ensure timely escalation of any concerns

EXPERIENCE

• Proven background in outcomes testing, QA, compliance monitoring, or controlled function environment
• Strong understanding of FCA requirements, including Consumer Duty and TCF principles
• Experience analysing customer interactions and turning insight into practical recommendations
• Confident working with and influencing senior stakeholders
• Experience supporting operational or regulatory change initiatives

SKILLS

• Strong analytical and reporting capability
• Excellent communication and stakeholder engagement skills
• Ability to interpret regulatory requirements and apply them pragmatically
• High level of attention to detail and sound judgement
• Proactive, solutions-focused approach with confidence to challenge where needed
• Integrity and customer-centric mindset