Customer Outcomes Analyst

Location London
Discipline: Audit, Risk & Compliance
Job type: Permanent
Contact name: Alex
Contact email: alex@weareedenbrook.com
Job ref: J5518
Published: 12 months ago
New Customer Outcomes Analyst opportunity working with a market leading specialty insurer operating within the Lloyd’s Market. You will play a key role in supporting the implementation, ongoing development, and continuous improvement of the first-line Consumer Outcomes Framework. Key Responsibilities: • Support the design, implementation, and embedding of the Consumer Duty framework across the business. • Analyse Consumer Duty MI to assess customer outcomes and provide actionable insights. • Assist with customer journey reviews to identify friction points or potential risks of customer harm. • Monitor and assess customer communications for clarity and accessibility. • Support fair value assessments and identify risks to product value and outcomes. • Collaborate with internal teams (Underwriting, Claims, Compliance, Complaints, Delegated Authorities) to enhance oversight of customer outcomes. • Maintain accurate records of actions and monitoring related to Consumer Duty. • Assist in preparing reports for governance committees. • Conduct file reviews of Delegated Third Parties (e.g., DCAs, Coverholders). • Track and follow up on remedial actions from audits and reviews. • Stay up to date with FCA Consumer Duty guidance and wider regulatory developments. • Monitor outcomes for all customer cohorts, particularly vulnerable customers, and take appropriate action when poor outcomes are identified. Skills & Experience: • Strong knowledge and practical experience with FCA Consumer Duty. • Familiarity with the Lloyd’s market.