About the role
At Domestic & General, delivering great customer outcomes isn’t just something we talk about – it’s something we measure, test and continuously improve upon. We’re seeking an experienced and detail-oriented Outcome Tester to join our Customer Journey team and to help drive our commitment forward.
This is a key role within the wider Product function, where you’ll assess customer interactions, identify risks, and provide meaningful insight to help shape better customer experiences. If you’re passionate about and influencing change through data-led insights, we’d love to hear from you.
As Outcome Tester, you will conduct risk-based testing on various customer journeys and touchpoints. Using a structured testing framework, you’ll assess interactions and processes to ensure they comply with quality and regulatory standards, while identifying potential risks related to outcomes, internal standards, and regulatory requirements.
Through your analysis and reporting, you’ll help the business spot themes and trends, highlight areas for improvement, and support the embedding of change across the Product and beyond.
Key Responsibilities
- Conduct end-to-end outcome testing for various customer interactions and journeys, providing quality scoring based on a defined 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.
- Foster a culture of continuous improvement by promoting process-oriented thinking, encouraging curiosity, and supporting improved ways of working.
- Support change initiatives that impact the Product function, helping to embed improvements in a consistent and scalable way.
Knowledge and Expertise
- A good understanding of regulatory requirements including FCA Consumer Outcomes, the FCA Handbook and GDPR
- 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
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.
We offer lots of great benefits! Some of which include:
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- 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
- Attractive company pension scheme
- 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
If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.
Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
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