Senior Customer Outcomes & Governance Lead

Canopius; Greater London; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Competitive base salary

Non-contributory pension

Discretionary bonus

Health & dental insurance

Job summary

Canopius is seeking a Senior Customer Outcomes Analyst to champion customer interests across product governance, distribution, and monitoring. The role focuses on fair value, clear communications, and outcome testing across multiple regions.

You will influence onboarding and oversight of delegated arrangements while delivering robust MI and QA to ensure consistently positive customer outcomes. The position requires strong knowledge of FCA rules, Consumer Duty, and Lloyd’s market practices, with

Qualifications

• Strong understanding of FCA Conduct rules and Consumer Duty.
• Knowledge of Lloyd’s market and delegated authority models.
• Experience analysing MI and linking it to customer outcomes.
• Skilled in stakeholder engagement and communicating at all levels.
• Strong report-writing and data interpretation skills.

Responsibilities

• Partner with Underwriters, Delegated Underwriting Management, Claims, and Complaints to ensure products deliver fair value and positive outcomes.
• Review customer-facing materials to ensure clarity and accuracy.
• Map customer journeys to identify friction points and improvements.
• Lead governance reviews to ensure target markets and outcome testing are robust.
• Onboard and monitor Coverholders and DCAs from a customer outcomes perspective.

Skills

FCA Conduct rules understanding

Consumer Duty knowledge

Lloyd's market knowledge

MI analysis

Stakeholder engagement

Clear communication

Microsoft Office

Tools

Microsoft Office

Job description

Canopius is seeking a Senior Customer Outcomes Analyst to champion customer interests across product governance, distribution, and monitoring. The role focuses on fair value, clear communications, and outcome testing across multiple regions.

You will influence onboarding and oversight of delegated arrangements while delivering robust MI and QA to ensure consistently positive customer outcomes. The position requires strong knowledge of FCA rules, Consumer Duty, and Lloyd’s market practices, with