Customer Outcomes & Product Governance Lead

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

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.