Senior Customer Outcomes & Governance 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

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