Senior Customer Outcomes Analyst

Canopius; Greater London; Hybrid; GBP 90,000 - 130,000; 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 Senior Customer Outcomes Analyst to strengthen how products deliver fair value and positive customer outcomes across regions. The role focuses on embedding consumer duty in design, distribution, governance, and monitoring, while ensuring clear, accessible communications for customers.

You will tackle governance reviews, customer journey insights, and MI reporting, collaborating with underwriting, claims, and complaints teams to sustain high standards and regulatory

Qualifications

• Understanding FCA Conduct rules and Consumer Duty and their global equivalents.
• Experience analysing MI and linking insights to customer outcomes.
• Ability to engage stakeholders and communicate at all levels.
• Strong report-writing skills and clear communication.

Responsibilities

• Partner with Underwriters, Delegated Underwriting Management, Claims and Complaints to ensure fair value and outcomes.
• Review and enhance customer-facing materials to ensure clarity and accuracy.
• Conduct customer journey mapping to identify friction points and improvements.
• Support governance reviews to ensure target markets, value assessments and outcome testing.
• Assess onboarding of Coverholders and DCA engagements from a customer outcomes view.
• Provide guidance on embedding outcome-focused oversight into day-to-day operations.
• Attend meetings with Coverholders and DCAs when required.
• Lead MI development and interpretation for Conduct Oversight Forum and committees.
• Perform QA reviews to confirm processes deliver good outcomes.
• Assist in training internal teams and external partners to embed outcome thinking.

Skills

FCA Conduct rules & Consumer Duty

Lloyd's market knowledge

MI analysis linking outcomes

Stakeholder engagement

Report writing

Microsoft Office proficiency

Tools

Microsoft Office

Job description

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.

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.