New Customer Outcomes Analyst opportunity working with a market leading specialty insurer operating within the Lloyd’s Market. You will play a key role in supporting the implementation, ongoing development, and continuous improvement of the first-line Consumer Outcomes Framework.
Key Responsibilities:
* Support the design, implementation, and embedding of the Consumer Duty framework across the business.
* Analyse Consumer Duty MI to assess customer outcomes and provide actionable insights.
* Assist with customer journey reviews to identify friction points or potential risks of customer harm.
* Monitor and assess customer communications for clarity and accessibility.
* Support fair value assessments and identify risks to product value and outcomes.
* Collaborate with internal teams (Underwriting, Claims, Compliance, Complaints, Delegated Authorities) to enhance oversight of customer outcomes.
* Maintain accurate records of actions and monitoring related to Consumer Duty.
* Assist in preparing reports for governance committees.
* Conduct file reviews of Delegated Third Parties (e.g., DCAs, Coverholders).
* Track and follow up on remedial actions from audits and reviews.
* Stay up to date with FCA Consumer Duty guidance and wider regulatory developments.
* Monitor outcomes for all customer cohorts, particularly vulnerable customers, and take appropriate action when poor outcomes are identified.
Skills & Experience:
* Strong knowledge and practical experience with FCA Consumer Duty.
* Familiarity with the Lloyd’s market.