Senior Customer Outcomes Specialist
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Senior Customer Outcomes SpecialistOur Mission
We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list. Hear from our team about what it’s like working at Capital One UK.
About the role
We are seeking a dynamic individual to join our growing Operational Insights and Customer Outcomes team. As our Senior Customer Outcomes Specialist, you will be at the forefront of driving high quality customer outcomes and experiences. By bringing together themes and trends from different sources, you will identify, scope and deliver change opportunities. You will be inquisitive by nature with a passion for understanding the root cause of business challenges and finding creative solutions through strong collaboration.
What you’ll do
Drive continuous improvements in customer experience and operational processes, identifying trends to highlight opportunities and form recommendations.
Act as a key insights collaborator by developing strong, value-adding relationships with stakeholders across the organisation.
Lead thematic investigations into high-priority business opportunities and use data to generate compelling insight and shape robust actions.
Utilise effective storytelling to bring findings and recommendations to life, aided by compelling written and visual presentations.
Perform assessment validations as part of our Customer Journey testing programme, ensuring effective and efficient assurance is provided.
The skills and experience you need
Analytical Expertise: Proven experience in analysing a variety of data sources, feedback and verbatim to successfully establish themes and trends.
Storytelling & Influence: Proficiency in bringing opportunities and recommendations to life through forming compelling, evidence-based cases for change.
Regulatory Awareness: A strong understanding of Consumer Duty regulation and its vital importance in ensuring high-quality customer outcomes.
Stakeholder Management: Ability to build collaborative, value-adding relationships with customers and stakeholders across the business.
Investigation & Adaptability: A natural passion for investigation and the confidence to challenge effectively, whilst remaining focused and flexible in a dynamic environment.
Where and how you'll work
This is a permanent position based in our Nottingham office.
We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.
Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.
What’s in it for you
We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.
In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:
Wealth & Future: Competitive pension and performance-based bonus schemes
Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
Health: Access premium care through our private medical insurance.
Family Support: We champion your milestones with enhanced parental leave.
A full list of our benefits is available here.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible.
We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business.
Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.
Capital One is committed to diversity in the workplace.If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
