Senior Customer Outcomes Analyst

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.