Customer Outcomes Data Analyst

Greater Manchester, England, United Kingdom

12/4/2024

🌏 Oxford or Manchester

💷 Discretionary Company Bonus Scheme 

⏰ Monday – Friday (37.5 hours per week - hybrid) 

💖 Our perks 

• 🌏25 days holiday (rising to 28 after 3 years' service) plus bank holidays, to take time to recharge and do something you love. 
• 🤒 Private Medical - via vitality, with reward schemes paid for you and your family.
• 🤒 Health cash plan - via health shield for employee's and children claiming money back for dental, optical, etc
• 👍Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future.
• 🥝Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit.
• 🤟Employee discounts – discounts you can access anywhere, anytime for all major shops.
• 👌1 day volunteer day per year – an opportunity to give back to the community each year.
• ⭐Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
• 🤧Paid sick leave – enhanced company sick pay.  
• 👨‍Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.
  
  

🚗 Oodle – who are we? 🚗

For too long car buyers have had to negotiate a confusing, tired, and fragmented marketplace that is light years behind other retail sectors. Until now. We are ripping up the rule book and breaking the mould of a lender in the used-car market. Oodle Car Finance is changing the way people buy cars, by putting our customers' needs front and centre by building modern, digital, retail processes around what the customer actually needs.

We primarily provide loans for our customers and link them up with some of the UK's best car dealers. Since launching in 2016 the company has seen huge growth and success as it attempts to disrupt the second biggest retail market in the UK.

We only hire exceptional individuals to join our team. We need outstanding people with strong academic achievements, along with buckets full of energy, desire, curiosity, and a can-do attitude to thrive in a fast-paced (and fun) entrepreneurial environment. Everyone at Oodle has an input on how we develop and how we change the game.

🙌 The Role

This role offers the opportunity to take on varied responsibilities and needs someone with a data led mindset.

We are looking for someone who has great attention to detail, is organised and can analyse large data sets to uncover insights and address key challenges. You'll apply your regulatory knowledge to understand the key challenges and ensure the business delivers effective customer outcomes.

What you'll be getting up to:

• Support adherence to the Principles of Reciprocity by providing data and maintaining compliance.
• Conduct root cause analysis of identified risks and collaborate with stakeholders to create a sound remediation approach. Utilise OCF'S agreed quality scorecards, frameworks, and systems.
• Analyse customer impact and scale of identified issues/problems using data (including speech analytics data) to guide corrective actions and support business decisions.
• Ensure high quality of data and record keeping supporting ad hoc remediation reporting.
• Build and maintain strong relationships with key stakeholder to drive collaboration and alignment.
• Maintain up to date knowledge of regulations, industry best practice and internal project.
• Support the team in the development and delivery of customer remediation activities including root cause analysis and corrective actions strategy.
• Own the monthly CRA submission.
• Analyse the rejection reports post submission and work with stakeholders from Product, engineering, data, and compliance to remediate any errors identified by CRAs.
• Work with stakeholders to surface any systemic issues with CRA reporting.
• To be able to perform thematic analysis on large data sets relating to customer outcomes to provide the business with the necessary data/findings on areas requiring improvement.
  
  

Key Skills & Experience

Required:

• Previous financial services experience with working knowledge of industry regulations (FCA, FLA, ICO, CCA, TCF) including an understanding of the FCAs most recent guidance including the required approach to vulnerability and Consumer Duty.
• SQL & Excel experience/qualifications
• Previous experience of Quality Assurance/Audit environment/Customer Outcome Testing.
• The ability to work independently of the Data Analytics Team and use own initiative.
• Ability to take a proactive and results-oriented approach to work with the ability to multitask and maintain excellent attention to detail.
• Outstanding organisation and time-management skills as well as exceptional analytical skills with an eye for detail.
• Impeccable written and verbal communication skills.
• Operational resilience.
• An appetite to drive/adapt to the challenges of change.
  
  

Desirable:

• Loan origination and/or loan management experience.
• Motor/Asset/Consumer Credit experience.
• Exposure to regulatory remediation or thematic reviews.
• Experience of Speech Analytics platforms.
• Knowledge of the Principles of Reciprocity
• Knowledge or exposure to CRA reporting in financial services.
  
  

👩‍💻 Hiring Process 

• ☎️ Preliminary Interview (30 mins) 
• 💻 Online Test
• 📹 Final Interview (1h 15 mins)
  
  

💚 Our Values  

Our values are our personal brand and lay the foundation of what we care about the most. They provide us with guidance, so we can work towards the same goals. They are our DNA and are kept at the forefront of our Oodler's mind when making business decisions.  

• Embrace being human – empathy and diversity make us stronger.  
• Strive for awesome – it's awesome when we do better every day.  
• Everyone's a builder – we're in this together and we win as a team.  
• Bravely honest – we're honest with ourselves and everyone else.  
• Think customer – they're at the heart of everything we do. 
  
  

To find out more about our culture and what happens at Oodle check out our LinkedIn and Instagram. 

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our 'Oodlers' who strive to make positive impacts to our cultures.

We'd love if you could submit your application online, but if you need an alternative method or need reasonable adjustments to take part in the interview process, please email careers@oodlefinance.com