Customer Outcomes Analyst

Vermelo; Birmingham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A financial services company in Birmingham is seeking a Customer Outcomes Analyst for a contract role. This position focuses on supporting compliance with Consumer Duty and driving improvements in customer outcomes. The ideal candidate will have a university degree and experience in regulated customer roles. Strong relationship-building skills and a customer-focused mindset are essential for success in this role, alongside a good understanding of regulatory expectations. Join us to help enhance our customer-centric culture.

Qualifications

• Experience working in a regulated entity in customer related roles.
• Familiarity with Consumer Duty requirements.
• Experience engaging with the FCA or PRA is an advantage.

Responsibilities

• Support compliance with Consumer Duty outcomes and FCA cross cutting rules.
• Build strong working relationships with outsource partners.
• Support governance reporting and assess customer propositions.

Skills

Customer focussed mindset

Strong relationship building abilities

Clear and confident communication skills

Good grasp of regulatory and compliance expectations

Naturally inquisitive and comfortable challenging the status quo

Ability to work across teams and external partners to influence outcomes

Education

University degree or relevant professional risk qualification

Job description

Customer Outcomes Analyst

Contract role (Inside IR35)

Start date : January 20206

If you enjoy getting into the detail, questioning what you see, and driving improvements that actually matter, this role will suit you well. We are looking for someone who is curious, sharp, and ready to help us keep customers at the centre of everything we do.

The ideal candidate will have experience in product governance or customer analytics within a regulated environment, with hands on involvement in Consumer Duty and the creation of customer outcome dashboards.

The Role

Champion first line responsibilities for customer outcomes

You will support compliance with Consumer Duty outcomes and FCA cross cutting rules, produce monthly customer outcome monitoring, work with internal and external teams to gather data, review performance against thresholds, and highlight actions where metrics fall outside appetite. You will also support the Saturn Customer Committee with preparation of content, minute taking, and tracking of actions.

Drive meaningful improvements for customers

Build strong working relationships with outsource partners, contribute to Board reporting, support monitoring of vulnerable customers, and work closely with pricing teams on general insurance pricing practice analysis. You will also support oversight of customer communication, learning from risk events, and recommending improvements across underwriting, pricing, and claims.

Provide oversight and governance support

Help oversee customer activity delivered by Markerstudy Group on our behalf, raise issues where needed, support monthly governance reporting, assess customer propositions, and contribute to distribution governance and broker audit fair value reviews.

Contribute to customer centric culture

You will attend forums, support the Customer Manager and Head of Pricing Performance and Customer, contribute to Board and committee papers, and maintain an up to date understanding of Consumer Duty and regulatory developments.

What You Will Bring

Knowledge and Experience

• A university degree or relevant professional risk qualification is preferred
• Experience working in a regulated entity in customer related roles
• Familiarity with Consumer Duty requirements
• Experience engaging with the FCA or PRA is an advantage
• Good understanding of risks within a delegated environment
• Clear understanding of conduct risk and the three lines of defence model

Skills and Qualities

• Customer focussed mindset
• Strong relationship building abilities
• Clear and confident communication skills
• Good grasp of regulatory and compliance expectations within insurance
• Naturally inquisitive and comfortable challenging the status quo
• Ability to work across teams and external partners to influence outcomes