Senior Consumer Duty Manager

JR United Kingdom; Chelmsford; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading insurer in Essex is looking for a Senior Consumer Duty Manager to ensure compliance, improve customer outcomes, and lead first-line responsibilities. This newly-created role involves collaboration with various stakeholders to enhance product governance and customer communications, with the opportunity for hybrid work.

Qualifications

• At least 5 years of experience in a regulated customer role.
• Familiarity with Consumer Duty requirements.
• Engagement with FCA and PRA is beneficial.

Responsibilities

• Lead compliance with Consumer Duty outcomes across the business.
• Develop customer reporting and relationships with outsource partners.
• Analyze customer complaints to identify trends and recommend improvements.

Skills

Compliance

Customer Outcomes

Data Analysis

Stakeholder Collaboration

Job description

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Senior Consumer Duty Manager, Chelmsford

Client:

HFG Insurance Recruitment

Location:

Chelmsford

Job Category:

Other

EU work permit required: Yes

Job Views: 4

Posted: 06.06.2025

Expiry Date: 21.07.2025

Job Description:

A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager.

The company works on a hybrid basis, with an expectation of one or two days a week in the office.

This is a high-profile, newly-created position within the organization that will see you lead and champion first-line responsibility for ensuring good customer outcomes.

Key Responsibilities:

• Lead First Line responsibility for Consumer Duty and ensure compliance across the business:
• Ensure compliance with the Consumer Duty outcomes and FCA cross-cutting rules
• Produce monthly Customer Outcome monitoring reports
• Ensure all papers are submitted to a high standard and on time
• Review and issue minutes
• Track actions and follow up
• Challenge where appropriate

• Drive tangible improvements for the customer by:
• Developing positive relationships with outsource partners to ensure good customer outcomes
• Developing Board-level customer reporting to focus on consumer outcomes
• Collaborating with stakeholders on product governance to ensure products and services are suitable for target customers and provide value
• Working with Pricing teams to gather and analyze GIPP (general insurance pricing practices) data and implement necessary changes
• Overseeing key customer communications and identifying continuous improvement opportunities
• Analyzing customer complaints to identify themes and trends, and recommending improvements in underwriting, pricing, and claims

You will need at least 5 years of experience working in a regulated environment in customer roles, familiarity with Consumer Duty requirements, and prior engagement with FCA and PRA would be beneficial. An excellent understanding of risks faced within a delegated environment is essential.