Customer Experience Analyst (FTC)

Arch Capital Group; London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company is looking for a Customer Experience Analyst in London to oversee conduct risk exposures and enhance customer journeys. The role requires collaboration across departments to improve customer satisfaction and compliance with regulatory standards. Ideal candidates will have strong organizational, communication, and analytical skills, along with relevant experience in customer experience and insurance.

Qualifications

• Minimum A-level standard, university degree preferred.
• Knowledge of FCA conduct and customer requirements is essential.
• Experience in insurance, especially Lloyd's market, is a plus.

Responsibilities

• Collaborate with teams to analyze customer journeys and identify improvements.
• Monitor customer outcomes and provide actionable feedback.
• Ensure compliance with FCA conduct requirements and enhance customer satisfaction.

Skills

Organizational Skills

Collaboration

Communication

Proactive Approach

Education

Minimum A-level standard preferred

University degree or equivalent desirable

Job description

Social network you want to login/join with:

Customer Experience Analyst (FTC), London

Client:

Arch Capital Group

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

7cdaca6f026c

Job Views:

3

Posted:

12.07.2025

Expiry Date:

26.08.2025

Job Description:

With a company culture rooted in collaboration, expertise, and innovation, we aim to promote progress and inspire our clients, employees, investors, and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

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 focus on coordinating and completing first-line product reviews for new and existing products, including analysis of conduct MI, review of policy documentation, and conduct risk assessments.

The team operates across Arch's company market and Lloyd's platforms. The candidate will collaborate with departments such as underwriting, claims, delegated authorities, complaints, and operations.

A key focus is ensuring compliance with Lloyd's and FCA conduct requirements, safeguarding the customer journey, and ensuring Arch's products offer value to customers.

As the Customer Experience Analyst, your responsibilities include:

Customer Segmentation and Journey Enhancement

• Collaborate with stakeholders to identify and document customer segments and journeys.
• Analyze journeys to identify pain points and improvement areas.
• Recommend changes to enhance customer outcomes and satisfaction.

• Oversee communications testing framework for effective and compliant customer communications.
• Collaborate with third parties for testing high-risk communications to ensure accuracy and regulatory compliance.
• Work with peer review panels to test medium-risk communications and provide insights for improvements.
• Partner with the business to identify remediation areas in communications and processes.
• Support and guide implementation of necessary changes to ensure customer-centric communications.

Data and Insights Collaboration

• Work with the team to understand data needs and deliver customer insights through analysis.
• Monitor customer outcomes, identify risks, and provide feedback to the business.

Skills / Competencies

• Highly organized with ability to multitask.
• Proven track record of collaboration to achieve success.
• Effective communication skills at all levels.
• Proactive, self-motivated, with a passion for positive customer outcomes.

Qualifications

• Minimum A-level standard preferred.
• University degree or equivalent desirable.

Experience

• Knowledge of FCA conduct and customer requirements.
• Experience in improving customer experience.
• Experience in insurance, preferably Lloyd's market.
• Experience with communications testing and customer experience environments is a plus.

If you enjoy solving complex business problems, working with talented colleagues, and have an innovative mindset, Arch may be a great fit. If this role isn't right for you but you're interested in working with Arch, create a job alert by creating an account and opting in for updates. Join our talent community to share your preferences with Arch's Talent Acquisition team.