Customer Outcomes Analyst

The Role:

To support the implementation, ongoing development, and continuous improvement of the first-line Consumer Outcomes Framework, ensuring Canopius meets the FCA's Consumer Duty requirements and other relevant global regulatory obligations.

As part of a group function, this role helps oversee conduct risk across all regions, promoting fair customer outcomes and supporting compliance with evolving regulatory expectations worldwide.

Key Responsibilities:

• Support the design, delivery, and embedding of the Consumer Duty framework across the business.
• Analyse Consumer Duty MI to continuously assess customer outcomes and provide actionable insights to various stakeholders.
• Assist with customer journey reviews to identify potential friction points or risks of customer harm.
• Monitor the effectiveness of customer communications, ensuring clarity and accessibility.
• Support the completion of fair value assessments, identifying risks to product value and customer outcomes.
• Collaborate with internal teams (Underwriting, Claims, Compliance, Complaints, Delegated Authorities) to strengthen oversight of customer outcomes.
• Maintain records of actions and monitoring related to customer outcomes and Consumer Duty.
• Support preparation of reports for governance committees.
• Conduct file reviews of Delegated Third Parties (DCAs and Coverholders).
• Track and follow up on remedial actions arising from reviews or audits.
• Stay informed of regulatory developments, including FCA Consumer Duty guidance and other global regulatory requirements.
• Monitor outcomes for different cohorts of customers especially those Vulnerable and take actions where poor outcomes are identified.

Skills And Experience:

• FCA / Consumer Duty knowledge and experience
• Knowledge of the Lloyd's market
• Strong communication skills
• Proficient knowledge of Microsoft applications
• Strong understanding of Conduct MI required
• Proficient in report writing

Our Benefits:

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

About Canopius:

Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd's of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Based in incredible new offices in the heart of the City of London, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.