Job Description Summary

Job Description

Customer Service Oversight Analyst

Location: Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time.)  

Salary: A competitive salary from £28,160 - £42,240 depending on the experience you can bring

Closing date: Thursday 1 October 2026

We’re Aegon. We’re a company of around 2,000 innovators and thinkers who put our energy into helping customers. You can see this in our culture, where we ask everyone to be brave, raise their game, deliver first time, help others and act in everyone’s best interests. 

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings and Investments.

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. 

Working across a range of Customer Service activities, you’ll carry out oversight reviews, analyse performance and quality information, identify emerging risks and provide effective challenge where improvements are needed. You’ll use data, customer feedback, complaints, quality results and operational insight to assess how well services are performing and where opportunities exist to improve customer outcomes. 

We’re looking for someone who is naturally curious, enjoys solving problems and can bring information from different sources together to identify meaningful trends, risks and areas for improvement. You’ll be comfortable challenging constructively, working with suppliers and internal stakeholders, and turning findings into practical recommendations. 

Our CS Oversight team acts as the first line of defence for Customer Service operations delivered by our third-party partners. We monitor performance, analyse trends, identify and escalate risks, challenge where outcomes are not meeting expectations and drive continuous improvement to help customers receive the right outcome first time. 

We act as a key link between suppliers and internal teams, supporting risk management, service transformation, regulatory expectations and key business programmes. 

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. 

• Build effective relationships with internal stakeholders and external suppliers to support risk management and continuous improvement. 

• Support and monitor improvement activity, ensuring actions address the underlying issue and lead to better customer outcomes. 

• Contribute to the ongoing development and delivery of the Customer Services Oversight Framework. 

We’d love to hear from you if you have: 

• 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. 

The mindset we’re looking for 

• What is driving this result? 

• What is the root cause? 

• What risk does this create for customers? 

• What trends are emerging? 

• What should we do about it?

It’d also be great, but not essential, if you’ve got: 

• Experience monitoring supplier performance and turning trends or issues into meaningful improvement opportunities. 

• Experience completing regular oversight activities, checks or assessments to support consistent service delivery. 

• Exposure to controls, governance, risk, quality assurance or audit work. 

• Experience supporting change programmes, transformation initiatives or regulatory projects in a customer-focused environment. 

• Experience using management information, customer feedback or complaints data to investigate issues and support recommendations.