At a Glance
- Tasks: Lead customer outcomes strategy and ensure fair value in product governance.
- Company: Join Canopius, a leading global specialty insurer with a positive culture.
- Benefits: Enjoy hybrid working, competitive salary, health cover, and a supportive environment.
- Other info: Dynamic workplace in the heart of London with excellent growth opportunities.
- Why this job: Make a real impact on customer outcomes while developing your career in insurance.
- Qualifications: Strong understanding of FCA rules and experience in stakeholder engagement required.
The predicted salary is between 60000 - 75000 £ per year.
To support Head of Customer Outcomes with embedding Canopius’ customer outcomes framework across underwriting operations, ensuring products deliver fair value and fair outcomes for customers in line with the FCA’s Consumer Duty and global regulatory expectations.
The Customer Outcomes Manager is responsible for overseeing product governance practices, delegated authority and open market business from a customer outcomes perspective, and the development of meaningful management information that evidences customer outcomes.
Key Responsibilities- Customer Outcomes Strategy & Framework
- Lead the development and continuous improvement of Canopius’ customer outcomes framework within the first line of defence.
- Continue embedding Consumer Duty principles across product design, distribution, monitoring, and governance processes.
- Ensure customer outcomes are considered throughout the product lifecycle, including product design, target market definition, fair value assessments, and product reviews.
- Provide oversight and challenge to underwriting teams to ensure customer interests are appropriately reflected in decision-making.
- Delegated Authority & Third-Party Oversight
- Provide oversight and challenge regarding customer outcomes risks arising from Coverholders and Delegated Claims Administrators (DCAs).
- Ensure customer outcomes considerations are embedded into onboarding, renewal, and oversight processes for delegated arrangements.
- Work with DAM, Claims and Complaints teams to identify and mitigate risks arising from third-party distribution and claims handling arrangements.
- Support engagement with Coverholders and DCAs where conduct or customer outcome risks are identified.
- Monitoring, MI & Governance Reporting
- Oversee the development and enhancement of management information used to monitor customer outcomes across the product lifecycle.
- Ensure meaningful MI is produced for the Conduct Oversight Forum and other governance committees, highlighting key risks, trends, and opportunities for improvement.
- Business Engagement
- Act as a trusted advisor to underwriting teams and other stakeholders on matters relating to customer outcomes, Consumer Duty and other global regulations.
- Provide practical guidance to support the implementation of outcome-focused practices across the business; globally.
- Strong understanding of FCA Conduct rules, Lloyd’s Principles, Consumer Duty, and global equivalents.
- Strong technical knowledge of insurance products to assess product design, cover, exclusions, pricing structures, and distribution arrangements when conducting fair value assessments.
- 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.
- Proactive, analytical, and customer-focused mindset.
- High attention to detail with the ability to balance accuracy and deadlines.
- Strong organisational skills with the ability to prioritise competing demands.
- Collaborative and personable approach, fostering strong relationships internally and externally.
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.
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.
Customer Outcomes Lead: Product Governance & Compliance employer: Canopius Group
Canopius is an exceptional employer, offering a comprehensive benefits package that prioritises employee wellbeing, including hybrid working options and a competitive salary. With a positive and inclusive work culture based in the vibrant City of London, employees are encouraged to thrive both personally and professionally, with ample opportunities for growth and development in a supportive environment that values diversity and individual contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Lead: Product Governance & Compliance
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Canopius. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by understanding the FCA’s Consumer Duty and how it impacts customer outcomes. Show us you know your stuff and can apply it to real-world scenarios!
✨Tip Number 3
Practice your storytelling skills. We love hearing about your experiences, so be ready to share how you've tackled challenges related to product governance and compliance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen on joining our team!
We think you need these skills to ace Customer Outcomes Lead: Product Governance & Compliance
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with customer outcomes and compliance. We want to see how your skills align with our values and the role's requirements!
Showcase Your Knowledge:Demonstrate your understanding of FCA Conduct rules and Consumer Duty in your application. We love seeing candidates who can connect their knowledge to real-world scenarios, especially in insurance!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role promptly!
How to prepare for a job interview at Canopius Group
✨Know Your Regulations
Make sure you brush up on the FCA Conduct rules and Consumer Duty principles before your interview. Being able to discuss how these regulations impact product governance and customer outcomes will show that you're serious about the role.
✨Showcase Your Analytical Skills
Prepare examples of how you've used management information (MI) to assess customer outcomes in previous roles. Be ready to explain how you linked MI to decision-making processes, as this is crucial for the Customer Outcomes Lead position.
✨Engage with Stakeholders
Think of instances where you've successfully engaged with stakeholders at various levels. Highlight your communication skills and how you’ve acted as a trusted advisor in past experiences, especially regarding customer outcomes and compliance.
✨Demonstrate a Customer-Focused Mindset
Be prepared to discuss how you've prioritised customer interests in your previous roles. Share specific examples of how you've ensured fair value assessments and positive customer outcomes throughout the product lifecycle.
