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.
Skills
- 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.
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.
Equal Employment Opportunity
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
Canopius is an excellent employer that fosters a collaborative and innovative work culture, where data governance plays a crucial role in driving the organisation's success. Employees benefit from ongoing professional development opportunities and a supportive environment that encourages growth and learning, particularly in the dynamic insurance sector. Located in a vibrant area, Canopius offers unique advantages such as flexible working arrangements and a commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Manager
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Canopius. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Outcomes Manager
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Canopius.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Canopius's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Canopius
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Canopius.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Canopius will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Canopius employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
