See the full Case Study.

Who should attend? Whether a leader, part of a quality or compliance team or looking for greater insight, this is for you if you need join up compliance, customer experience, process and quality.

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes  & grown the business, with 50% more tests at 40% less cost.

• Understand how to move to customer outcomes in a regulated environment
• Learn how critical risk checks are now made by an offshore team, enabling an increase in checks
• Discover how this has enabled experienced on-shore assessors to drive greater insight, improved customer outcomes and greater frontline engagement.
• See how a different approach to assurance, using a combination of offshore and onshore resource, means you can do more with less

A radically new approach by the Customer Assurance team has unleashed the business and given confidence to frontline teams, by putting in place a far stronger risk management framework that has also been delivered at 40% less cost. This contributed to a £1billion, business-wide cost-saving target. Moving away from lengthy scorecards, key risks are now clearly focussed and understood at all levels in the business. Testing is scaleable and transparent, with critical risk checks now undertaken by outsource partners off-shore – a first in the UK Insurance market. Existing experienced assessors on-shore are now responsible for deeper insight, with enhanced outputs and reports for the business. Crucially, ‘declined challenges’ are down 47% (77% net) demonstrating a far greater understanding of regulatory tests by the frontline teams.