Customer Framework Lead

Zurich 56 Company Ltd; Fareham; Remote; GBP 30,000 - 60,000; Part time

Job summary

Join a forward-thinking company as a key player in shaping the Consumer Duty framework. This role offers the chance to lead the development of controls and processes, ensuring compliance and enhancing customer outcomes. You will work closely with various teams, driving strategic initiatives and fostering a culture of awareness and collaboration. With flexible working arrangements and a strong commitment to diversity and inclusion, this position is perfect for someone looking to make a meaningful impact in a dynamic environment. Embrace the opportunity to grow and thrive while contributing to a brighter future for customers and the community.

Qualifications

• Strong understanding of Consumer Duty and PROD 4 requirements.
• Proactive and adaptable approach to problem-solving.

Responsibilities

• Evolve and own the strategic Consumer Duty Framework.
• Manage Consumer Duty issues, breaches, and operational events.

Skills

Consumer Duty understanding

Strategic control frameworks

Problem-solving

Stakeholder management

Written communication

Verbal communication

Job description

Working hours: This role is available on a part-time, job-share or full-time basis.

Location: We’re flexible on where you are based, however, there will be frequent travel to Farnborough and London, and other UK offices when required.

Closing date for applications: 18th February 2025.

We are seeking a proactive individual to lead the evolution of our Consumer Duty framework and enhance the control landscape to ensure positive customer outcomes across the Zurich Municipal business. This role involves owning the development of controls and processes to ensure Zurich Municipal's compliance with the Consumer Duty, PROD 4 and Multi-Occupancy Buildings Regulations, and leading the Zurich Municipal Customer Experience Group.

This high-profile position is part of the Zurich Municipal Governance team and requires daily interaction with Underwriting, the Customer Office, Performance and Change, and Zurich Municipal Market teams.

We offer flexible working arrangements, including part-time, flexible hours, job sharing, remote work, or compressed hours, as we aim to attract the best talent. Discuss your flexibility needs with us during the interview process.

What will you be doing?

1. Evolve and own Zurich Municipal’s strategic Consumer Duty Framework and associated fora (Customer Experience Group and Product Oversight Forum).
2. Co-lead, with Underwriting, the Fair Value Assessment Process and overarching product governance framework.
3. Develop and manage the Consumer Duty Controls Landscape, including quality assurance activities and action tracking.
4. Author Zurich Municipal Customer Experience Group packs, quarterly Customer Committee papers, and support the compilation of Product Oversight forum documents. Provide updates to ZMLT as needed.
5. Manage Consumer Duty issues, breaches, operational events, and queries.
6. Provide training and knowledge sharing throughout Zurich Municipal to support and enable the cultural rollout.

What are we looking for?

We seek a candidate with a strong understanding of the Consumer Duty and PROD 4 requirements and intent. You should be confident in interpreting, building, and embedding strategic control frameworks, raising awareness, and gaining buy-in. Working independently in a dynamic environment requires a proactive and adaptable approach to problem-solving. Strong written and verbal communication skills are essential.

You will need to build strong relationships with stakeholders within Zurich Municipal and across the UK, collaborating effectively with 1LoD and 2LoD colleagues.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.