Consumer Analyst

AXA; Redhill; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary up to £35k DOE

22–27 days annual leave

Discounted Home Insurance

Cycle2Work Scheme

Employee Assistance Scheme

Job summary

AXA Partners in Redhill is seeking a proactive Consumer Analyst to join the UK&I team. You will work with Product and Governance to evaluate products, processes and channels to improve customer outcomes while ensuring regulatory standards are met.

You will analyze data, prepare reports for management and regulators, and support the conduct framework, Consumer Duty and IDD compliance, leveraging strong communication skills.

Qualifications

• Proficient in Microsoft Office (Word, Excel, PowerPoint) and Adobe tools.
• Strong organizational and time-management skills.
• Ability to analyze and interpret data from multiple sources.
• Experience in or understanding of the insurance or financial services industry (1–2 years preferred).

Responsibilities

• Support Conduct Framework: run conduct framework, root cause analyses and present findings.
• Ensure Regulatory Compliance: align activities with FCA requirements (Consumer Duty, TCF).
• Monitor Customer Outcomes and Data: collect and analyze data, identify trends and share insights.

Skills

Microsoft Office

Adobe tools

Data analysis

Communication

Insurance/financial services knowledge

Tools

MS Word

MS Excel

PowerPoint

Job description

AXA Partners is seeking a dedicated Consumer Analystto join our UK&I team in Redhill. This is an exciting opportunity to contribute to a company committed to putting customers first and making a meaningful impact.

About the Role

As a Consumer Analyst, you'll work alongside our Product and Governance teams to evaluate and improve our products, processes, and distribution channels. Your insights will support us in delivering excellent customer outcomes, ensuring we meet regulatory standards, and fostering a culture of continuous improvement. This role offers a chance to develop your skills within a dynamic, inclusive environment dedicated to customer care.

What you'll be doing:

• Support Conduct Framework
  • Help run our conduct framework to ensure customer interests are prioritized
  • Conduct root cause analyses and present clear findings
  • Recommend improvements to products, channels, and processes
  • Collaborate with stakeholders to understand and enhance customer outcomes
  • Prepare reports for internal teams and external regulators
• Ensure Regulatory Compliance
  • Maintain accurate, clear analysis documentation
  • Align all activities with FCA requirements, including Consumer Duty and Treating Customers Fairly principles
  • Act as a customer advocate, ensuring their voice is heard
  • Assist with regulatory change projects
• Monitor Customer Outcomes and Data
  • Collect and analyze data to track key customer outcome indicators
  • Spot trends, gaps, and opportunities for improvement
  • Share insights with decision-makers to influence positive change
  • Prepare reports for management and regulators as needed
• Support Regulatory Responsibilities
  • Contribute to compliance with the Senior Managers & Certification Regime (SM&CR)
  • Promote a culture of accountability and integrity
  • Uphold the principles of Consumer Duty, prioritizing customer well-being
  • Ensure all activities comply with the Insurance Distribution Directive (IDD)

What you'll bring:

• Skills & Experience
  • Proficient in Microsoft Office (Word, Excel, PowerPoint) and Adobe tools
  • Strong organizational and time-management skills
  • Ability to analyze and interpret data from multiple sources
  • Excellent communication skills, with the ability to present findings clearly
  • Experience working in or understanding of the insurance or financial services industry (1-2 years preferred)
  • Awareness of UK insurance regulation and customer protection principles
• Personal Attributes
  • Curious and analytical mindset with a passion for customer advocacy
  • Collaborative team player who challenges assumptions constructively
  • Comfortable working in a fast-paced environment and managing multiple projects
  • Committed to acting with integrity and professionalism

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer

At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive Salary up to £35,000 DOE
• 22 days rising to a maximum of 27 days (based on a 5 day week)
• Retail Discounts
• Company Shareplan /Scheme & Loan
• Cycle2Work Scheme
• Discounted Home Insurance
• Employee Assistance Scheme
• Dr@Hand
• Discounted Gym Membership
• Free Financial Education/Pension Seminars

We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics.

Who we are:

We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)

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