Senior Customer Outcomes Lead – Insurance & Compliance

Edenbrook; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Edenbrook in London is seeking a Senior Conduct Manager to lead the development and embedding of the customer outcomes framework across underwriting operations, ensuring Consumer Duty alignment and regulatory expectations.

You will oversee product governance, delegated authority and open market activities to deliver fair value and positive customer outcomes, while developing MI and reporting for governance committees.

Qualifications

• Experience embedding FCA Consumer Duty across product design, distribution, monitoring and governance.
• Strong knowledge of FCA Conduct rules, Lloyds Principles and global equivalents.
• Proven experience in regulatory compliance focused on customer outcomes and conduct risk.

Responsibilities

• Lead the development and ongoing enhancement of the customer outcomes framework, embedding Consumer Duty principles across product design, distribution, monitoring and governance.
• Ensure customer outcomes are considered throughout the product lifecycle, including target market assessment, fair value reviews and product governance activities.
• Provide oversight and challenge to underwriting teams, Coverholders and Delegated Claims Administrators to identify, assess and mitigate customer outcome risks.
• Embed customer outcome considerations within delegated authority onboarding, renewal and oversight processes, working closely with key stakeholders.
• Develop and enhance management information and reporting to monitor customer outcomes, identify trends and support governance committee oversight.

Skills

Customer outcomes

Conduct risk

Regulatory compliance

Job description

Edenbrook in London is seeking a Senior Conduct Manager to lead the development and embedding of the customer outcomes framework across underwriting operations, ensuring Consumer Duty alignment and regulatory expectations.

You will oversee product governance, delegated authority and open market activities to deliver fair value and positive customer outcomes, while developing MI and reporting for governance committees.