Conduct Risk Analyst

Carbon; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

30 days holiday per calendar year pro‑

Day off for your birthday

Hybrid working options

Private health insurance through AXA

Income protection

Generous pension contribution

Tech/Bike/EV scheme

Job summary

Carbon is seeking a Conduct Risk Analyst in London to join a permanent, full‑time hybrid team. The role involves supporting underwriters with conduct risk assessments, complaints handling, and MI dashboards, while ensuring compliance with Consumer Duty and regulatory expectations.

The successful candidate will have 3+ years in insurance compliance, experience with complaints, and strong communication and analytical skills, with Lloyd’s market knowledge preferred.

Qualifications

• At least 3 years of compliance experience within insurance, particularly in conduct and complaints.
• Experience in complaints handling and management.
• Lloyd’s Market experience.
• Excellent written and verbal communication skills.
• Excellent analytical skills.

Responsibilities

• Assist underwriters with the completion of Conduct Risk Assessments.
• Assist underwriters with the completion of Fair Value Assessments.
• Review Product Oversight Group submissions.
• Collect and coordinate conduct MI and Consumer Duty MI dashboards.
• Provide guidance to underwriters on conduct risk matters for new products and implementing appropriate controls for high conduct risk business.
• Handle complaints, liaising with Coverholders and Delegated Claims Administrators and collaborating with claims and underwriters on complaint matters.
• Perform root‑cause and trend analysis of complaints.
• Maintain complaint escalations to Lloyd’s and EDR/regulators.

Skills

Communication skills

Analytical thinking

Compliance experience

Education

CII qualification

Tools

Caresmart

Lloyd’s complaint management system

Job description

Conduct Risk Analyst

Location: 5th Floor, 9A Devonshire Square, London EC2M 4YN

Start date: Immediate

Role type: Permanent, full-time/hybrid (3 days on-site)

Responsibilities

• Assist underwriters with the completion of Conduct Risk Assessments
• Assist underwriters with the completion of Fair Value Assessments
• Review Product Oversight Group submissions
• Collect and coordinate conduct management information (MI) and Consumer Duty MI
• Maintain conduct MI and Consumer Duty MI dashboards
• Assist with conduct risk reporting to the Product Oversight Group, Risk & Compliance Committee and Boards
• Assist with complaint reporting to the Product Oversight Group and various committees
• Assist with producing conduct risk training
• Provide guidance to underwriters on conduct risk matters, including consideration of new products and implementing appropriate controls for high conduct risk business
• Handle complaints, liaising with Coverholders and Delegated Claims Administrators and collaborating with claims and underwriters on complaint matters
• Perform root‑cause and trend analysis of complaints
• Manage complaint escalations to Lloyd’s and EDR/regulators
• Maintain complaints log and dashboard
• Complete external complaints reporting in a timely manner (eligible complainants return)
• Provide compliance advice to the business on general compliance matters

Required Experience

• At least 3 years of compliance experience within insurance, particularly in conduct and complaints
• Experience in complaints handling and management
• Lloyd’s Market experience
• Excellent written and verbal communication skills
• Excellent analytical skills

Preferred Experience

• Delegated Authority Business experience
• Experience with Caresmart (Lloyd’s complaint management system)
• US, UK, Australian, or European complaint handling experience
• CII qualification

Company Benefits

• 30 days holiday per calendar year pro‑rate
• Day off for your birthday
• Hybrid working options
• Private health insurance through AXA
• Income protection
• Generous pension contribution
• Tech/Bike/EV scheme