Scott Wright

· Considerable Outcomes Testing experience, including supporting a team as a Senior Analyst and Leading the team as the deputy when the Lead is off.

· Proven ability to communicate with colleagues across different levels including senior managers, via Excellent written and verbal communication skills.

· Extract relevant information from complex issues and to arrive at the right customer outcome.

· Comfortable assessing the impact of customer treatment and gauging accurately against the Outcome Testing Framework, Consumer Duty and Precedence, even when in conflict to policies and processes.

· Provide constructive challenge to policy & process owners in order to drive change.

· Check the work of the Team and Coach Team Members to support development and improvement.

· With consistently High Quality & Coverage, this sets an example to the team on overall Work Ethic

· Ability to balance workload and schedules with multiple priorities.

· Assessing Customer journeys throughout the bank to understand the quality of our delivery.

· Documenting detailed findings based on the customer journey to identify areas of concern. Recommending remediation or steps for improvement either from an Agent or Process perspective.

· Holistic consideration of whether Agent, Process or Technology might have resulted in a less than good outcome. With considerations of what could have been done to prevent a poor outcome.

· Striving for continuous improvement in customer outcomes by identifying opportunities for root cause problem solving and by mitigating risk gained during discussions with front line teams and the wider operation.

· Discussing and calibrating feedback with colleagues and managers. Providing detailed rationale for subjective and/or potentially contentious opinions which might challenge the opinions of others.

· Working as part of a close team including one to one coaching.

· Assessing the quality of customer journeys to understand our delivery. This includes interactions via in-app messages, emails, or phone calls.

· Documenting findings, supporting concerns, identifying failings, and communicating remediation or improvement steps.

· Driving change via Starling Process, Training & Technology to adhere to FCA guidance.

· Continuously improving customer outcomes by identifying root cause problems and mitigating risks gained during discussions with frontline teams and the wider operation.

· Discussing & Calibrating feedback with colleagues & managers, providing rationale for subjective opinions.

· Identifying & celebrating best practice examples.

· Supporting managers in improving Starling approaches and procedures.

· Performing high-quality reviews on colleagues across various complaint workstreams, using extensive knowledge and experience, in a fast-paced bank lending environment. These reviews have been conducted on-site, remotely, and during live side-by-side sessions.

· Identify trends to Foresee potential issues and mitigate risks. Report common failings and suggest risk-reducing measures. Collaborating with the Outcome Testing teams ensures consistent high-quality work.

· Enthusiastic about learning and adapting to new situations. This allows me to support other areas of the business quickly and share my knowledge to improve quality. It also helps align opinions and ideas across Outcome Testing teams for consistency.

· Adhering to strict processes is crucial in the Outcome Testing role, but pragmatism and holistic approaches are equally important. I always consider ways to improve processes, streamline workflows, or correct errors. I've worked closely with the Change Team to implement changes that benefit both customers and the bank.

· Particularly passionate about vulnerable customer support through working closely with the Lloyd's Vulnerability Team, improving processes for bereavement, financial difficulties and health issues.

· Investigating customers and their insurance products to determine if they were misrepresented. Reviewing point-of-sale information, bank records, complaint forms, and conducting customer interviews. The review followed strict guidelines set by the bank and FOS to ensure a fair resolution.

· As a contractor, uncertainty and working without supervision to a high standard are key attributes required to excel in a high-pressure environment. However, being a strong personality and forming a key member of a team is equally important. This meant I also acted as an SME coach to lesser experienced colleagues.

· Consistently high professional standards, achieving a 100% clean pass for over two years.

· Processing upheld complaint payments to customers including the balancing of live finance agreements.

· Dealing with customers in financial difficulties to manage their debt situation and offset arrears using refunds.

· Within 12 months of working on Redress I had progressed to being one of their audit team. This also included being the co-ordinator for the whole Audit Team. I also represented the audit team in quality meetings to report on the individual productivity & quality figures for the department.