CS Oversight Analyst
CS 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: Monday 6 April 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, Investments.
We’re looking for a proactive and detail driven CS Oversight Analyst to help ensure our third party Customer Service partners deliver consistently high quality service and strong outcomes for our customers.
In this role, you’ll support effective oversight of outsourced operations, contribute to a robust control environment, and help drive continuous improvement across our Customer Service landscape. You’ll build strong relationships with suppliers and internal stakeholders, support risk management and regulatory expectations, and play a key part in shaping positive customer experiences.
Key responsibilities:
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, challenge poor results, and drive continuous improvement to ensure customers receive the right outcome first time.
We act as a crucial link between suppliers and internal teams, supporting risk management, service transformation, regulatory compliance, and key business programmes.
We’d love to hear from you if you have:
Strong analytical skills, with the ability to interpret data and translate insights into actions that improve customer outcomes.
The confidence to spot emerging risks, escalate concerns early, and support effective remediation.
The ability to collaborate effectively with internal teams and external suppliers to drive continuous improvement and resolve operational challenges.
A passion for contributing to a positive, learning-focused, and customer centric team culture.
A proactive approach to owning your development and making a positive impact on the wider team.
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.
A track record of completing regular oversight activities, checks, or assessments to ensure high-quality, consistent service delivery.
Exposure to controls, governance, or audit work, helping to maintain a robust and compliant control environment.
Experience supporting change programmes, transformation initiatives, or regulatory projects within a customer-focused environment.
What’s in it for you?
We’re serious about your future and our enhanced pension scheme is now in place. We ask you to contribute 3% of your salary to your pension and we’ll put in 9%. If you decide to contribute more, we’ll match it up to a combined total of 20% of your salary (that’s 7% from you and 13% from us).
A discretionary bonus, depending on personal and company performance
34 days leave per year (including bank holidays, pro-rated for part-time)
We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave and a variety of lifestyle benefits to help our employees live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurant and online GP appointments. To find out more about what to expect at Aegon, visit our careers site.
The legal bits
We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.