Description The Role To support Head of Customer Outcomes with embedding Canopius’ customer outcomes framework across underwriting operations, ensuring products deliver fair value and fair outcomes for customers in line with the FCA’s Consumer Duty and global regulatory expectations. The Customer Outcomes Manager is responsible for overseeing product governance practices, delegated authority and open market business from a customer outcomes perspective, and the development of meaningful management information that evidences customer outcomes. Key Responsibilities Customer Outcomes Strategy & Framework Lead the development and continuous improvement of Canopius’ customer outcomes framework within the first line of defence. Continue embedding Consumer Duty principles across product design, distribution, monitoring, and governance processes. Ensure customer outcomes are considered throughout the product lifecycle, including product design, target market definition, fair value assessments, and product reviews. Provide oversight and challenge to underwriting teams to ensure customer interests are appropriately reflected in decision-making. Delegated Authority & Third-Party Oversight Provide oversight and challenge regarding customer outcomes risks arising from Coverholders and Delegated Claims Administrators (DCAs). Ensure customer outcomes considerations are embedded into onboarding, renewal, and oversight processes for delegated arrangements. Work with DAM, Claims and Complaints teams to identify and mitigate risks arising from third-party distribution and claims handling arrangements. Support engagement with Coverholders and DCAs where conduct or customer outcome risks are identified. Monitoring, MI & Governance Reporting Oversee the development and enhancement of management information used to monitor customer outcomes across the product lifecycle. Ensure meaningful MI is produced for the Conduct Oversight Forum and other governance committees, highlighting key risks, trends, and opportunities for improvement. Business Engagement Act as a trusted advisor to underwriting teams and other stakeholders on matters relating to customer outcomes, Consumer Duty and other global regulations. Provide practical guidance to support the implementation of outcome-focused practices across the business; globally. Skills Strong understanding of FCA Conduct rules, Lloyd’s Principles, Consumer Duty, and global equivalents. Strong technical knowledge of insurance products to assess product design, cover, exclusions, pricing structures, and distribution arrangements when conducting fair value assessments. Experience in analysing MI and linking it to customer outcomes. Skilled in stakeholder engagement and confident communicating at all levels. Strong report-writing skills with the ability to interpret and present complex information clearly. Proficient in Microsoft Office applications. Proactive, analytical, and customer-focused mindset. High attention to detail with the ability to balance accuracy and deadlines. Strong organisational skills with the ability to prioritise competing demands. Collaborative and personable approach, fostering strong relationships internally and externally.