At a Glance
- Tasks: Lead customer outcomes strategy and ensure fair value in product design and governance.
- Company: Join Canopius, a leading global specialty insurer with a positive culture.
- Benefits: Enjoy hybrid working, competitive salary, health cover, and a supportive work 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.
About CanopiusCanopius 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 Manager 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 recognition of their unique contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Manager
✨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 Canopius’ customer outcomes framework inside out. Show us how your skills align with our values and how you can contribute to fair value for customers.
✨Tip Number 3
Practice your storytelling! Be ready to share examples of how you've tackled customer outcomes in previous roles. We love hearing about real experiences that demonstrate your expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re always on the lookout for passionate candidates like you!
We think you need these skills to ace Customer Outcomes Manager
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 regulatory frameworks. We want to see how your skills align with our needs, so don’t hold back on showcasing relevant achievements!
Showcase Your Analytical Skills:Since the role involves analysing management information and linking it to customer outcomes, be sure to include examples of your analytical prowess. We love seeing how you’ve used data to drive decisions in past roles!
Be Clear and Concise:When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Canopius Group
✨Know Your Customer Outcomes Framework
Before the interview, make sure you thoroughly understand Canopius’ customer outcomes framework. Familiarise yourself with the FCA’s Consumer Duty and how it applies to product design and governance. This will help you demonstrate your knowledge and show that you're ready to support the Head of Customer Outcomes effectively.
✨Prepare Real-World Examples
Think of specific instances where you've successfully implemented customer-focused strategies or improved product governance. Be ready to discuss how you’ve ensured fair value assessments and positive customer outcomes in your previous roles. This will showcase your practical experience and analytical skills.
✨Engage with Stakeholders
Since stakeholder engagement is key for this role, prepare to discuss how you've built relationships with various teams in the past. Highlight your communication skills and how you’ve acted as a trusted advisor. This will illustrate your collaborative approach and ability to influence decision-making.
✨Showcase Your Analytical Skills
Be prepared to talk about your experience with management information (MI) analysis. Discuss how you've linked MI to customer outcomes and any tools or methods you've used. This will demonstrate your attention to detail and proactive mindset, which are crucial for the Customer Outcomes Manager position.
