NEW CONTRACT OPPORTUNITIES | CONSUMER DUTY | INSURANCE & FINANCIAL SERVICES
I’m currently supporting a growing business within the insurance and financial services space that is continuing to invest heavily in its Consumer Duty and customer outcomes capability.
As part of that growth, we’re hiring for two 9–12 month contract positions that will play a key role in shaping and embedding customer outcome frameworks across the business.
1️⃣ Consumer Duty Officer
A hands-on role supporting the ongoing implementation and embedding of Consumer Duty. Key responsibilities include:
✔ Fair Value Assessments
✔ Product Governance activity
✔ Conduct MI analysis and reporting
✔ Complaints trend analysis
✔ Reviewing customer interactions and call transcripts
✔ Building frameworks, tools and documentation
We’re looking for someone from an insurance, broker or wider FCA-regulated environment with strong exposure to Consumer Duty, conduct risk or compliance frameworks.
2️⃣ Communications Testing / Customer Outcomes Specialist
A role focused on understanding how customers interact with communications and whether they genuinely understand key information. Responsibilities include:
✔ Customer communication testing
✔ Hallway testing and customer understanding exercises
✔ Customer journey reviews
✔ Identifying improvements and proposing redesigns
✔ Supporting customer outcome initiatives
This could suit individuals from UX Research, Customer Journey, Conduct Risk, Consumer Duty or Customer Experience backgrounds within regulated industries.
Both roles offer strong stakeholder exposure and the opportunity to influence high-profile projects within a growing and evolving area of the business.
If either role sounds relevant, or you know someone who could be a fit, feel free to get in touch.