Job Description
We are seeking a proactive and detail-oriented Customer Analyst to support our clients first line of defence in achieving good customer outcomes under the FCA’s Consumer Duty. In this role, you will play a key part in monitoring, reporting, and driving tangible improvements for our customers, while fostering strong relationships with both internal teams and external partners.
Key Responsibilities
* Support compliance with Consumer Duty outcomes and FCA cross-cutting rules.
* Produce monthly customer outcome monitoring reports, analysing performance against set thresholds and recommending actions.
* Collaborate with outsource partners to improve customer experiences and ensure fair treatment, including for vulnerable customers.
* Work on product governance to ensure products are suitable, provide value, and comply with regulations.
* Monitor GIPP (General Insurance Pricing Practices) data with the Pricing team, recommending changes as needed.
* Support the Customer Committee, prepare Board-level reports, and assist in governance activities.
* Oversee customer-related activities carried out by a third party on our behalf.
* Contribute to continuous improvement in customer communications, complaints handling, and operational processes.
About You
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