Customer Outcome Tester

Glasgow, Scotland, United Kingdom

7/6/2025

Customer Outcomes Tester

Location: Hybrid/Remote

Contract: Permanent

Closing Date: Friday 18th July 2025

At Domestic & General, delivering great customer outcomes isn’t just something we talk about – it’s something we measure, test and continuously improve. We’re now looking for a detail-oriented and curious Customer Outcomes Tester to join our Controls & Assurance team.

This is a key role within our first line control function, where you’ll assess customer interactions, identify risks, and provide meaningful insight to help shape better customer experiences. If you’re passionate about doing things right and influencing change through data-led insights, we’d love to hear from you.

As Outcomes Tester, you’ll be responsible for conducting risk-based testing across a range of customer journeys. You’ll use a structured testing framework to evaluate quality and compliance across interactions, identifying potential risks to customer outcomes, internal standards, and regulatory obligations.

Through your analysis and reporting, you’ll help the business spot trends, highlight areas for improvement, and support the embedding of change across Operations and beyond.

Key Responsibilities

• Carry out end-to-end outcome testing across a variety of customer interactions and journeys, delivering consistent and objective quality scoring against an agreed framework.
• Produce clear, insightful reports for senior management, highlighting any areas of risk or non-compliance with internal policies and external regulations.
• Identify and escalate instances of customer detriment or process failure promptly and through the correct channels.
• Provide meaningful, data-led insight to support improved customer, regulatory and commercial outcomes.
• Contribute to a culture of continuous improvement by encouraging process thinking, curiosity, and the pursuit of better ways of working.
• Support change initiatives that impact the Operations function, helping to embed improvements in a consistent and scalable way.
  
  

About You

You’re analytical, naturally inquisitive and comfortable working with data and detail. You care about getting things right for the customer and are able to translate findings into constructive feedback that helps teams improve.

Key Experience And Skills

• A good understanding of regulatory requirements including FCA Consumer Outcomes, the FCA Handbook and Data Protection
• Experience conducting quality assurance, compliance monitoring or customer outcome testing (desirable)
• Ability to analyse data and present technical information in a clear, actionable format for senior stakeholders
• Strong written and verbal communication skills, with the ability to influence and engage across teams
• Solutions-focused mindset with the ability to manage priorities and deadlines in a fast-paced environment
• Demonstrates integrity, accountability and a drive for continuous improvement in all tasks
  
  

Working for us, works for you

• Comprehensive training with clearly defined career progression opportunities
• Regular incentives with amazing prizes to be won
• Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
• Pension scheme – matched employer contributions up to 5% of basic salary
• Life assurance – employer funded cover of 4x basic salary
• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
• Salary Finance – access to savings and borrowing through payroll
• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
• Travel Loans – interest free loans to help spread the cost of annual travel tickets
• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
• Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
  

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.