Customer Outcomes Lead, Regulatory & Product Insight

Canopius Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Non-contributory pension

Health insurance

Dental cover

Hybrid working

Job summary

Canopius is seeking a Senior Customer Outcomes Analyst to support initiatives that ensure fair value, clear communications and compliant product design across regions.

You will partner with Underwriters, Claims and Complaints teams to deliver outcome-focused oversight, map customer journeys, review materials, oversee delegated arrangements, develop MI and deliver training to embed best practices across internal and external partners.

Qualifications

• Understanding of FCA Conduct Rules, Consumer Duty and global equivalents.
• Knowledge of Lloyd's market and delegated authority models.
• Experience analysing management information (MI) and linking it to customer outcomes.
• Strong stakeholder engagement and communication at all levels.
• Excellent report-writing skills and ability to present complex info clearly.
• Proficiency with Microsoft Office applications.

Responsibilities

• Partner with underwriters, delegated underwriting management, claims, and complaints teams to ensure products deliver fair value and positive outcomes.
• Review and enhance customer-facing materials for clarity and accuracy.
• Conduct customer journey mapping and analysis to identify friction points and improvements.
• Support product governance reviews to ensure target markets and value assessments are robust.
• Assess onboarding and renewal submissions from a customer outcomes perspective for coverholders and DCAs.
• Provide guidance on embedding outcome-focused oversight into day-to-day operations.
• Lead MI development and interpretation for conduct oversight forums and committees.
• Perform QA reviews to confirm processes deliver good outcomes.
• Design and deliver training to embed outcome-focused thinking across teams and partners.

Skills

FCA rules

Lloyd's market

MI analysis

Stakeholder engagement

Report writing

Tools

Microsoft Office

Job description

Canopius is seeking a Senior Customer Outcomes Analyst to support initiatives that ensure fair value, clear communications and compliant product design across regions.

You will partner with Underwriters, Claims and Complaints teams to deliver outcome-focused oversight, map customer journeys, review materials, oversee delegated arrangements, develop MI and deliver training to embed best practices across internal and external partners.