Compliance/Customer Analyst

Gerrard White; Brentwood; On-site; GBP 30,000 - 40,000; Full time

Job summary

A financial services company in Brentwood is seeking a proactive Customer Analyst to support compliance with regulations and improve customer outcomes. The ideal candidate will have experience in a regulated environment, strong analytical and communication skills, and a relevant degree. You'll collaborate with partners, produce reports, and drive improvements in customer satisfaction within a supportive, customer-first business environment.

Benefits

Collaborative and supportive environment

Competitive salary and benefits package

Qualifications

• Experience in a regulated financial services environment, ideally in a customer-focused role.
• Knowledge of Consumer Duty requirements and regulatory frameworks (FCA, PRA).
• Understanding of the three lines of defence model is desirable.

Responsibilities

• Support compliance with Consumer Duty outcomes and FCA cross-cutting rules.
• Produce monthly customer outcome monitoring reports, analysing performance.
• Collaborate with outsource partners to improve customer experiences.

Skills

Analytical mindset

Strong relationship-building

Communication skills

Knowledge of regulations

Education

Degree in risk or compliance-related field

Job description

Overview

We are seeking a proactive and detail-oriented Customer Analyst to support our 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.

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

• Degree or relevant professional qualification in a risk or compliance-related field (preferred).
• Experience in a regulated financial services environment, ideally in a customer-focused role.
• Knowledge of Consumer Duty requirements and regulatory frameworks (FCA, PRA).
• Strong relationship-building and communication skills.
• Analytical mindset with the ability to identify risks and opportunities for improvement.
• Understanding of the three lines of defence model is desirable.

Why Join Us?

• Be part of a business dedicated to customer-first values.
• Collaborative and supportive environment.
• Competitive salary and benefits package.

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