Customer Outcomes Manager

Canopius; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working

Competitive base salary

Non-contributory pension

Discretionary bonus

Health and dental insurance

Job summary

Canopius is seeking a Customer Outcomes Manager to embed the customer outcomes framework across underwriting operations, ensuring products deliver fair value in line with FCA Consumer Duty and global expectations.

You will oversee product governance, delegated authority, and MI development to evidence outcomes, while guiding underwriting teams and third-party arrangements to focus on customer interests.

Qualifications

• Strong understanding of FCA Conduct rules, Lloyd’s Principles, Consumer Duty, and global equivalents.
• Experience applying regulatory requirements to product governance and customer outcomes.
• Analytical mindset with ability to translate MI into actionable governance improvements.

Responsibilities

• Lead development and continuous improvement of the customer outcomes framework within the first line of defence.
• Embed Consumer Duty principles across product design, distribution, monitoring and governance processes.
• Ensure customer outcomes are considered throughout the product lifecycle and during reviews.
• Provide oversight to underwriting teams to reflect customer interests in decisions.
• Oversee third-party oversight for Coverholders and DCAs and onboarding/renewal processes.
• Collaborate with DAM, Claims and Complaints to mitigate customer outcome risks.
• Develop MI to monitor outcomes and present signals to governance committees.
• Act as trusted advisor on Customer Outcomes and global regulations across the business.

Skills

FCA Conduct rules

Lloyd's Principles

Consumer Duty

Global regulations

Tools

Microsoft Office

Job description

To support Head of Customer Outcomes with embedding Canopius’ customer outcomes framework across underwriting operations, ensuring products deliver fair value and fair outcomes for customers in line with the FCA’s Consumer Duty and global regulatory expectations.

The Customer Outcomes Manager is responsible for overseeing product governance practices, delegated authority and open market business from a customer outcomes perspective, and the development of meaningful management information that evidences customer outcomes.

Key Responsibilities

Lead the development and continuous improvement of Canopius’ customer outcomes framework within the first line of defence.

Continue embedding Consumer Duty principles across product design, distribution, monitoring, and governance processes.

Ensure customer outcomes are considered throughout the product lifecycle, including product design, target market definition, fair value assessments, and product reviews.

Provide oversight and challenge to underwriting teams to ensure customer interests are appropriately reflected in decision-making.

Delegated Authority & Third-Party Oversight

Provide oversight and challenge regarding customer outcomes risks arising from Coverholders and Delegated Claims Administrators (DCAs).

Ensure customer outcomes considerations are embedded into onboarding, renewal, and oversight processes for delegated arrangements.

Work with DAM, Claims and Complaints teams to identify and mitigate risks arising from third-party distribution and claims handling arrangements.

Support engagement with Coverholders and DCAs where conduct or customer outcome risks are identified.

Monitoring, MI & Governance Reporting

Oversee the development and enhancement of management information used to monitor customer outcomes across the product lifecycle.

Ensure meaningful MI is produced for the Conduct Oversight Forum and other governance committees, highlighting key risks, trends, and opportunities for improvement.

Business Engagement

Act as a trusted advisor to underwriting teams and other stakeholders on matters relating to customer outcomes, Consumer Duty and other global regulations.

Provide practical guidance to support the implementation of outcome-focused practices across the business; globally.

Skills

Strong understanding of FCA Conduct rules, Lloyd’s Principles, Consumer Duty, and global equivalents.

Strong technical knowledge of insurance products to assess product design, cover, exclusions, pricing structures, and distribution arrangements when conducting fair value assessments.

Experience in analysing MI and linking it to customer outcomes.

Skilled in stakeholder engagement and confident communicating at all levels.

Strong report-writing skills with the ability to interpret and present complex information clearly.

Proficient in Microsoft Office applications.

Proactive, analytical, and customer-focused mindset.

High attention to detail with the ability to balance accuracy and deadlines.

Strong organisational skills with the ability to prioritise competing demands.

• Collaborative and personable approach, fostering strong relationships internally and externally.

About Us

Our benefits

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

About Canopius

Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd’s of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Based in incredible new offices in the heart of the City of London, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.