Aegon

Overview

As a CS Oversight Analyst, you’ll play a key role in providing independent oversight of our outsourced Customer Service operations, helping to ensure customers receive fair outcomes and that operational, regulatory and business risks are identified and managed effectively.

About Aegon

Our story started over 190 years ago, right here in the UK. We were originally founded as Scottish Equitable, but today we’re part of Aegon. We’re the UK’s largest investment platform, and we put financial wellbeing at the heart of our organisation.

Requirements & Eligibility

• Strong analytical and problem-solving skills, with the ability to interpret information and translate insight into action.
• A naturally curious mindset and the confidence to look beyond the immediate result to understand what is driving it.
• The ability to identify patterns, root causes, emerging risks and the potential impact on customers.
• Experience evaluating evidence and reaching clear, balanced conclusions.
• The confidence to challenge constructively, escalate concerns and influence stakeholders.
• Strong written and verbal communication skills, with the ability to make complex information clear and meaningful.
• The ability to collaborate effectively with internal teams and external suppliers.
• A proactive approach to owning your development and contributing to a positive, customer-focused team culture.

Key Responsibilities

• Deliver oversight activity across Customer Service operations in line with agreed plans and timescales.
• Complete reviews, testing, sampling and evidence gathering to assess customer journeys, controls and operational processes.
• Analyse operational, quality, complaints, customer and supplier information to identify trends, themes and emerging risks.
• Investigate issues to understand what is driving the result, the root cause and the wider impact on customers and the business.
• Connect information from multiple sources to build a clear and balanced view of performance and customer outcomes.
• Identify potential customer harm, customer effort and friction within customer journeys.
• Provide constructive, evidence-based challenge where performance, controls or outcomes are not meeting expectations.
• Produce clear oversight reports and governance updates, setting out findings, risks, recommendations and required actions.