Customer Outcome Analyst

Sompo has a unique opportunity for a Customer Outcome Analyst to join our Insurance Operations team. This newly created role will sit within our London and UK Regions COO function. The remit of the Conduct Risk team has three key responsibilities: Conduct / Conduct Risk management, Consumer Duty and Complaints management. This exciting opportunity will allow the incumbent to support the shaping of the strategy and approach to Conduct, Conduct Risk Management, Consumer Duty, and Complaints Management. This requires an entrepreneurial approach and an energetic, dynamic individual who wants to help build a robust Conduct Risk approach.

Location: This position will be based out of our London office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

What you’ll be doing:

• Customer Outcomes and Conduct Risk: Assist in the development, implementation and maintenance of the first-line Customer Outcome framework. This will also include:

• Working with relevant business areas to assess and monitor the delivery of good customer outcomes.
• Supporting relevant business areas to embed conduct risk management across first-line business processes.
• Assist the evaluation and monitoring of customer outcomes against agreed tolerances, working with the relevant business areas in instances of breach or potential breach.
• Deliver control effectiveness testing as appropriate and reporting outcomes.
• Working with relevant business areas to develop robust Customer Outcome/ Conduct Risk reporting.

• Supporting the business to create effective solutions in the event of, and/or risk of outcome failure.
• Assist in remediation design and deliver implementation tracking.

• Supporting the handling of complaints directly, as well as handling complaint referrals received from delegated third parties.
• Deliver sampling and testing to ensure all delegated business complaints are handled as expected by our governance framework, enabling management to assess the quality of customer outcomes in this area.
• Working with relevant teams, including third-parties, to ensure that the root causes of complaints are understood, enabling corrective actions to be taken to prevent recurrence.

• Working across the business and third parties to ensure that the leadership teams are aware of any emerging risks, issues, or trends.
• Deliver Conduct / Customer Outcome packs and analysis for reporting to the UK Exec and Board that accurately reflects conduct risk exposure and can be used to manage conduct risk.
• Continuing to develop Consumer Duty MI for reporting through to various governance committees and the EWIL board which tracks the delivery of customer outcomes and enables conclusions and corresponding actions.
• Support the maintenance of a conduct risk register and tracking complaint resolutions, to ensure that all conduct-related issues are addressed and escalated appropriately.

• Staying informed on regulatory changes, particularly in the areas of conduct and consumer protection, and provide guidance on how these impact business operations.
• Collaborating with legal and compliance teams to ensure that Sompo UK’s conduct procedures are up-to-date and align with evolving regulatory frameworks.

• Supporting discussions with senior management on conduct risk and consumer protection issues, providing actionable insights and recommendations.

• Assisting in ensuring that Sompo UK’s conduct culture promotes ethical behaviour, with clear guidance on expectations for handling customer complaints and fulfilling regulatory duties.
• Conducting workshops and awareness sessions to keep colleagues informed of emerging conduct risk and consumer protection issues.

• Capturing lessons learned from complaints and conduct breaches and using this information to refine risk management strategies and improve customer outcomes.
• Continuously reviewing Sompo UK’s conduct policies, Consumer Duty compliance, and complaints management processes to ensure that they remain effective and compliant with evolving regulations.

What You’ll Bring:

• Experience (2+ years) in a customer focused role within the UK insurance or financial services industry.
• Working understanding of the FCA’s conduct rules, Consumer Duty, and complaints management requirements.
• Experience in supporting complex conduct risk issues, consumer protection obligations, and complaints handling processes.
• Excellent communication – verbal and written.
• Excellent analytical skills.

Our Benefits:

• Expansive Health & Wellness Benefits
• Generous Retirement & Savings Plans
• Global Parental Leave & Adoption Assistance

About Us: We’re Sompo, a global provider of property, casualty, and specialty insurance and reinsurance. Building on Sompo Holdings’ 130 years of innovation, we’re committed to applying all of our experience to simplify yours. Our dedication to you shows up in the care we put in every detail, working to create a frictionless risk management journey for everyone we serve. We lead with your priorities, meticulously crafting solutions, sharing insights, and understanding your needs. Around the world, our 9,000+ employees use their expertise to learn, improve and find clear answers for your complex challenges. Because when you choose Sompo, you choose the ease of expertise.