Customer Experience Analyst

Arch; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading insurance firm in London is seeking a candidate to manage conduct risk exposures and improve customer journeys. The role includes collaborating with stakeholders, analyzing customer feedback, and ensuring compliance with industry standards. Ideal candidates will have a university degree and experience in the insurance sector. This position offers the chance to work in a fast-paced, innovative environment.

Qualifications

• Minimum A level standard preferred.
• Working knowledge of FCA conduct/customer requirements.
• Experience in insurance and improving customer experience.

Responsibilities

• Collaborate with business stakeholders to identify customer journeys.
• Identify pain points and recommend enhancements.
• Monitor customer outcomes and provide feedback.

Skills

Ability to multi-task and be highly organised

Strong track record of working collaboratively

Ability to communicate effectively

Proactive and self-motivated

Education

University degree (or similar)

Job description

Role Summary and Purpose

The candidate will work as part of a team, managing and overseeing the firm’s conduct risk exposures. The role will have a strong focus on coordinating and completing first line product reviews for new and existing products, including analysis of conduct MI, review of policy documentation and completion of conduct risk assessments.

The team works across Arch’s company market and Lloyd’s platforms. The candidate will therefore work closely with a number of departments across the business, including underwriting, claims, delegated authorities, complaints and operations.

A key focus of the role is to ensure compliance with both Lloyd’s and FCA conduct requirements, safeguard the customer journey and ensure Arch’s products offer value to our customers at all times.

Responsibilities

• Collaborate with business stakeholders to identify and document customer segments and their respective journeys.
• Analyse customer journeys to identify pain points and areas for improvement.
• Recommend changes to enhance customer outcomes and overall satisfaction.
• Oversee the communications testing framework to ensure effective and compliant customer communications.
• Collaborate with third parties responsible for testing high-risk communications to ensure accuracy and regulatory compliance.
• Work with the peer review panel to test medium-risk communications, providing valuable insights for improvements.
• Partner with the business to identify areas requiring remediation in communications and processes.
• Provide support and guidance to implement necessary changes to ensure customer-centric communications.
• Collaborate with the wider team to understand data requirements and deliver valuable customer insights through data analysis.
• Proactively monitor customer outcomes, identify risks, and provide feedback to the wider business on lessons learned.

Skills / Competencies

• Ability to multi-task and be highly organised.
• Strong track record of working collaboratively to deliver successful outcomes.
• Ability to communicate effectively at all levels.
• A proactive and self-motivated individual with a passion for delivering positive customer outcomes.

Qualifications

• Minimum A level standard preferred
• University degree (or similar) desirable

Experience

• Working knowledge of FCA conduct/customer requirements
• Working knowledge of improving customer experience
• Experience in insurance
• Experience in the Lloyd’s market preferable but not essential
• Prior experience with communications testing and customer experience environments preferable

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.