Customer Outcome Analyst

We’re Capital on Tap 👋
💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

📈Check out the development opportunities in the Customer Outcome  team.

🏡🏢This is a Hybrid role, the Customer Outcome team work from our Cardiff City Centre Office 3 days per week.

What You’ll Be Doing ✨
As a Customer Outcome Analyst, you’ll be part of a brand new team investigating end-to-end customer journeys to ensure fair and positive outcomes. You’ll analyse customer interactions, identify root causes of issues, and provide insights to help improve processes and enhance the overall customer experience. Your work will support continuous improvement and put customers at the heart of everything we do.

• Analyse end-to-end customer journeys to assess outcome fairness
• Investigate customer interactions across various scenarios
• Identify root causes and trends affecting customer experience
• Provide actionable insights to improve processes and policies
• Support continuous improvement in a fast-paced environment.

We’re Looking For ✨

• Proven experience analysing customer journeys within quality assurance, complaints, or a related field
• Strong investigative and problem-solving skills
• Analytical mindset with attention to detail
• Ability to communicate clearly and confidently
• Comfortable working in a fast-paced, changing environment
• Collaborative team player with a customer-focused approach

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Final stage: 60 minute technical assessment with Head Of First Line Assurance and Manager (In person)

Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)