Customer Outcomes Analyst

A fast-growing, highly-successful insurer based in Essex is currently seeking a Customer Outcomes Analyst.

The company are based in Essex (on a tube line) and operate a hybrid working pattern with one day a week to be spent in the office, the rest from home. You can of course, go to the office more if you prefer.

Duties will include:

Supporting First Line responsibility for Consumer duty and ensure compliance across the business:

• Support compliance with the Consumer Duty outcomes and FCA cross cutting rules

• Production of monthly Customer Outcome monitoring:

• Liaise with stakeholders to gather the required data

• Review performance in line with thresholds

• Highlight actions where metrics are operating outside of appetite

Drive tangible improvements for the customer by:

• Developing positive relationships with outsource partners

• Supporting appropriate Board level customer reporting

• Working with stakeholders to monitor performance of vulnerable customers.

• Working with Pricing teams to gather and analyse GIPP (general insurance pricing practices) data and drive changes as necessary.

• Ensuring any risk events that impact customer are reported and actions plans developed and learnings embedded.

• Supporting oversight of key customer communications, identify continuous improvement.

• Supporting activity to improve customer complaints and support recommendations for improvements in underwriting, pricing and claims.

Oversight:

• Raise any issues on a day to day level and raise any material issues to Management.

• Support completion of monthly governance report which assesses supplier compliance with the Binding Authority Agreements with respect to customer.

• Support assessment of new customer focused propositions and feedback.

• Support oversight of Distribution Governance, Broker Audits and assessments of fair value to customer from commission and fees

You will need:

At least 2 years experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements, experience of prior engagement with FCA and PRA would be beneficial, with excellent understanding of risks faced within a delegated environment.