At a Glance
- Tasks: Lead the development of customer outcomes strategies and ensure fair value in product design.
- Company: Join a forward-thinking insurance company committed to customer satisfaction and regulatory excellence.
- Benefits: Enjoy hybrid working, competitive salary, health cover, and a supportive work environment.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference by ensuring products deliver fair outcomes for customers globally.
- 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.
Equal Employment OpportunityWe 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
Canopius is an exceptional employer that prioritises employee wellbeing and professional growth, offering a comprehensive benefits package including hybrid working, competitive salaries, and extensive health coverage. Our collaborative work culture fosters strong relationships and encourages diverse perspectives, making it an ideal environment for those passionate about delivering fair customer outcomes in the insurance sector.
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 who work at Canopius. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding the Customer Outcomes framework inside out. Show us you know how to embed Consumer Duty principles and why they matter. We love candidates who can speak our language!
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've improved customer outcomes in previous roles. We want to hear about your proactive approach and how you’ve tackled challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of our team.
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 how your skills and experiences align with the Customer Outcomes Manager role. We want to see how you can contribute to our customer outcomes framework!
Showcase Your Knowledge:Demonstrate your understanding of FCA Conduct rules and Consumer Duty in your application. We’re looking for someone who can navigate these regulations, so don’t hold back on sharing relevant examples!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain your experiences and achievements, as we appreciate strong report-writing skills that convey complex information simply.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Canopius
✨Know Your Customer Outcomes Framework
Before the interview, make sure you thoroughly understand Canopius’ customer outcomes framework. Familiarise yourself with the principles of Consumer Duty and how they apply to product design and governance. This will help you demonstrate your knowledge and show that you're ready to contribute from day one.
✨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 engaged with stakeholders and tackled challenges in previous roles. This will showcase your experience and problem-solving skills.
✨Brush Up on Regulatory Knowledge
Make sure you’re up to speed with FCA Conduct rules and Lloyd’s Principles. Being able to discuss these regulations confidently will show that you’re not just familiar with the theory but can also apply it practically in your role as a Customer Outcomes Manager.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer outcomes and how they measure success. This not only shows your interest in the role but also gives you a chance to assess if the company aligns with your values and career goals.
