At a Glance
- Tasks: Lead the development of customer outcomes framework and ensure fair value for customers.
- Company: Join a forward-thinking insurance company committed to customer satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real difference in customer experiences while shaping industry standards.
- 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.
Customer Outcomes Manager in London employer: Canopius
Canopius is an exceptional employer that prioritises the well-being and development of its employees, particularly in the role of Customer Outcomes Manager. With a strong commitment to embedding customer outcomes within underwriting operations, Canopius fosters a collaborative work culture that encourages continuous improvement and innovation. Employees benefit from comprehensive training opportunities, a supportive environment for professional growth, and the chance to make a meaningful impact on customer experiences while adhering to global regulatory standards.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Canopius or similar companies. 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 company's customer outcomes framework. Show us you know your stuff about FCA Conduct rules and how they apply to product design and governance. We love candidates who come prepared!
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've contributed to customer outcomes in previous roles. We want to hear about your proactive approach and how you’ve tackled challenges head-on.
✨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 us you’re genuinely interested in being part of our team.
We think you need these skills to ace Customer Outcomes Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your skills align with the Customer Outcomes Manager role. We want to see how your experience connects with our customer outcomes framework and the principles of Consumer Duty.
Showcase Your Understanding:Demonstrate your knowledge of FCA Conduct rules and global regulations in your application. We’re looking for someone who can clearly articulate their understanding of these concepts and how they apply to customer outcomes in insurance.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure you present your ideas in a way that’s easy to understand, especially when discussing complex information.
Apply Through Our Website:Don’t forget 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 shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Canopius
✨Know Your Stuff
Make sure you brush up on FCA Conduct rules, Consumer Duty, and the principles of product governance. Being able to discuss these topics confidently will show that you're serious about the role and understand the regulatory landscape.
✨Showcase Your Analytical Skills
Prepare examples of how you've used management information to drive customer outcomes in previous roles. Be ready to explain your thought process and how you linked data analysis to tangible improvements.
✨Engage with Stakeholders
Think of ways you've successfully engaged with different stakeholders in the past. Be prepared to share specific instances where your communication skills made a difference, especially in challenging situations.
✨Demonstrate a Customer-Focused Mindset
During the interview, highlight your proactive approach to ensuring fair value for customers. Share examples of how you've put customer interests at the forefront of decision-making in your previous roles.
