Customer Oversight Analyst

About the role

The Customer Oversight Analyst will monitor and improve the end‑to‑end customer journey for a key outsourced supplier. Working closely with the Customer Oversight Manager, you will ensure that the supplier delivers accurate data, clear communications and outcomes that meet Consumer Duty standards.

Key responsibilities

• Support the Customer Oversight Manager with data preparation, reporting and committee presentations.
• Maintain oversight arrangements that govern the supplier’s systems, controls and regulatory compliance.
• Map customer journeys across systems and processes, identifying risk points, failure points and potential harm, especially for vulnerable customers.
• Quality‑assure claims, complaints and other customer‑service processes to ensure good outcomes.
• Conduct periodic assessments of supplier risks, controls, policies and client‑facing documentation.
• Oversee day‑to‑day operational activity, including escalation handling.

Required profile

• Previous experience in a financial‑services environment.
• Strong understanding of FCA Consumer Duty, financial regulations and compliance standards.
• Experience with quality‑assurance methodologies and process assessments.

Required skills

What we offer

• Competitive salary based on skills and experience.
• Permanent contract – 35 hours per week.
• Hybrid working model (typically two days in the Birmingham office).
• Opportunity to make a tangible impact on customer outcomes.