Regulatory Conduct & Customer Outcomes Analyst

Lorien; Greater London; Hybrid; GBP 40,000 - 56,000; Full time

Job summary

Lorien in London is seeking a qualified Analyst to join the Customer Outcomes Team. You will help implement the conduct risk framework and complaints processes to ensure strong customer outcomes, working with Underwriters, Compliance, Claims and TPAs.

You will provide regulatory guidance, monitor requirements, and support reporting to the Board and Conduct Committee, while upholding the Senior Managers and Certification Regime rules and ensuring compliance across the business.

Qualifications

• Strong knowledge of FCA rules and practical application.
• Experience implementing and driving conduct risk processes.
• Ability to interpret regulatory rules and provide compliant solutions.
• Experience working with Underwriters, Compliance, Claims, TPAs and delegated authorities.
• Hybrid London role; able to operate effectively across functions and locations.

Responsibilities

• Help develop, oversee, maintain, and implement the conduct risk framework, complaints policy, and associated procedures and processes
• Provide conduct advice and guidance on new projects, products, propositions, services, and other initiatives to ensure the delivery of good customer outcomes and appropriate risk mitigation
• Support the Customer Outcomes Manager in handling and preparing responses to complaints
• Where nominated as a subject matter expert, provide support to the business to ensure effective advice and guidance on conduct-related matters
• Maintain up-to-date knowledge of conduct and complaints regulatory requirements and developments
• Identify and streamline issues as appropriate
• Undertake conduct risk assessments and conduct product questionnaires, ensuring concerns are identified and escalated
• Carry out product reviews on relevant areas of the business
• Carry out monitoring and oversight of conduct-exposed contracts
• Develop and maintain conduct risk KRIs and conduct risk MI
• Support the preparation of conduct and complaints reports and MI to the Board, Risk Management Committee and Conduct Committee
• Adhere to all relevant regulatory requirements and Conduct Rules

Skills

Conduct risk framework

Regulatory knowledge

FCA rules

Product governance

Stakeholder management

Communication skills

Process implementation

Data interpretation

Lloyd's Market knowledge

Non-UK regulation awareness

Job description

Lorien in London is seeking a qualified Analyst to join the Customer Outcomes Team. You will help implement the conduct risk framework and complaints processes to ensure strong customer outcomes, working with Underwriters, Compliance, Claims and TPAs.

You will provide regulatory guidance, monitor requirements, and support reporting to the Board and Conduct Committee, while upholding the Senior Managers and Certification Regime rules and ensuring compliance across the business.