Senior Customer Outcomes Analyst

Canopius; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading global specialty lines insurer in the City of London is seeking a Senior Customer Outcomes Analyst to drive initiatives ensuring fair value for customers. This role requires strong knowledge of FCA Conduct rules and the Lloyd’s market, as well as reporting and analysis skills. You will partner with various teams to improve customer experiences and assist in reviewing communications. The position offers a flexible, hybrid working model and a comprehensive benefits package.

Benefits

Hybrid working

Competitive base salary

Non-contributory pension

Discretionary bonus

Health and dental cover

Qualifications

• Experience in a similar role focused on customer outcomes.
• Ability to interpret and present complex information clearly.
• Understanding of hybrid working models.

Responsibilities

• Partner with teams to ensure fair value and positive customer outcomes.
• Review customer-facing materials for clarity and accuracy.
• Lead the development of MI for reporting committees.

Skills

Strong understanding of FCA Conduct rules

Knowledge of the Lloyd’s market

Experience in analysing MI

Skilled in stakeholder engagement

Strong report-writing skills

Proficient in Microsoft Office applications

Job description

The Role

To support initiatives that strengthen Canopius’ ability to deliver consistently positive outcomes for all customers, in line with the FCA’s Consumer Duty and global regulatory expectations. This role champions customer interests within the first line of defence, embedding best practice in product design, distribution, oversight, and monitoring.

Working across multiple regions, the Senior Customer Outcomes Analyst ensures our products provide fair value, meet the needs of their target markets, and are supported by clear, accurate, and accessible customer communications.

Responsibilities

• Customer Outcomes & Product Governance: Partner with Underwriters, Delegated Underwriting Management, Claims, and Complaints teams to ensure products are designed, distributed, and managed to deliver fair value and positive customer outcomes.
• Review and enhance customer-facing materials (e.g., IPIDs, policy wordings, online content) to ensure they are clear, accurate, and easy to understand.
• Conduct customer journey mapping and analysis to identify potential friction points and improvement opportunities.
• Support and challenge product governance reviews to ensure target markets, value assessments, and outcome testing are robust.

• Oversight Of Delegated Arrangements: Assess Coverholder and Delegated Claims Administrator (DCA) onboarding and renewal submissions from a customer outcomes perspective, ensuring risks are identified, mitigated, and monitored.
• Provide guidance on embedding outcome-focused oversight processes into day-to-day operations.
• When required, attend meetings with the Coverholders and DCAs.

• Monitoring, MI & Reporting: Lead the development, collation, and interpretation of MI for the Conduct Oversight Forum and other committees.
• Undertake Quality Assurance (QA) reviews to confirm processes are followed and customers receive good outcomes.
• Advisory & Training: Act as a trusted referral point for ad-hoc business queries.
• Support the design and delivery of training for internal teams and external partners to embed outcome-focused thinking and practices.

Skills And Experience Required

• Strong understanding of FCA Conduct rules, Consumer Duty, and global equivalents.
• Knowledge of the Lloyd’s market and delegated authority business models.
• 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.

Our Benefits

ABOUT US

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.