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- Tasks: Drive customer improvements and support compliance with Consumer Duty outcomes.
- Company: Join a leading insurance firm focused on customer-centric solutions.
- Benefits: Competitive pay, professional development, and a collaborative work environment.
- Other info: Dynamic role with opportunities to influence and grow within the company.
- Why this job: Make a real difference in customer experiences while developing your analytical skills.
- Qualifications: Degree or relevant qualification, experience in regulated customer roles preferred.
The predicted salary is between 36000 - 60000 £ per year.
If you enjoy getting into the detail, questioning what you see, and driving improvements that actually matter, this role will suit you well. We are looking for someone who is curious, sharp, and ready to help us keep customers at the centre of everything we do. The ideal candidate will have experience in product governance or customer analytics within a regulated environment, with hands-on involvement in Consumer Duty and the creation of customer outcome dashboards.
The Role
- Champion first line responsibilities for customer outcomes.
- Support compliance with Consumer Duty outcomes and FCA cross cutting rules.
- Produce monthly customer outcome monitoring.
- Work with internal and external teams to gather data, review performance against thresholds, and highlight actions where metrics fall outside appetite.
- Support the Saturn Customer Committee with preparation of content, minute taking, and tracking of actions.
- Drive meaningful improvements for customers.
- Build strong working relationships with outsource partners.
- Contribute to Board reporting.
- Support monitoring of vulnerable customers.
- Work closely with pricing teams on general insurance pricing practice analysis.
- Support oversight of customer communication, learning from risk events, and recommending improvements across underwriting, pricing, and claims.
- Provide oversight and governance support.
- Help oversee customer activity delivered by Markerstudy Group on our behalf.
- Raise issues where needed.
- Support monthly governance reporting.
- Assess customer propositions.
- Contribute to distribution governance and broker audit fair value reviews.
- Contribute to customer centric culture.
- Attend forums.
- Support the Customer Manager and Head of Pricing Performance and Customer.
- Contribute to Board and committee papers.
- Maintain an up to date understanding of Consumer Duty and regulatory developments.
What You Will Bring
- A university degree or relevant professional risk qualification is preferred.
- Experience working in a regulated entity in customer related roles.
- Familiarity with Consumer Duty requirements.
- Experience engaging with the FCA or PRA is an advantage.
- Good understanding of risks within a delegated environment.
- Clear understanding of conduct risk and the three lines of defence model.
Skills and Qualities
- Customer focussed mindset.
- Strong relationship building abilities.
- Clear and confident communication skills.
- Good grasp of regulatory and compliance expectations within insurance.
- Naturally inquisitive and comfortable challenging the status quo.
- Ability to work across teams and external partners to influence outcomes.
Customer Outcomes Analyst employer: Vermelo
Contact Detail:
Vermelo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcomes Analyst
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and customer outcomes. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions related to customer outcomes and compliance. Think about how your experience aligns with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Outcomes Analyst
Some tips for your application 🫡
Show Your Curiosity: In your application, let us see that curious side of you! Share examples of how you've questioned processes or driven improvements in previous roles. We love candidates who are eager to dig deep and make a difference.
Highlight Relevant Experience: Make sure to showcase any experience you have in product governance or customer analytics, especially within regulated environments. If you've worked with Consumer Duty or created customer outcome dashboards, shout about it!
Communicate Clearly: We value clear and confident communication, so ensure your application reflects this. Use straightforward language and structure your thoughts well. Remember, we want to see how you can convey complex ideas simply!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application 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 Vermelo
✨Know Your Stuff
Make sure you brush up on your knowledge of Consumer Duty and the FCA's cross-cutting rules. Familiarise yourself with the latest regulatory developments and be ready to discuss how they impact customer outcomes. This shows you're not just interested in the role, but that you understand the bigger picture.
✨Show Your Curiosity
Since the role requires a curious mindset, prepare some thoughtful questions about the company's approach to customer outcomes. Ask about their current challenges or how they measure success. This will demonstrate your eagerness to engage and contribute meaningfully.
✨Highlight Relevant Experience
Be ready to share specific examples from your past roles that align with the responsibilities of a Customer Outcomes Analyst. Talk about your hands-on experience with customer analytics or product governance, especially in regulated environments. Use metrics to showcase your impact where possible.
✨Build Rapport
Remember, this role involves working closely with various teams and external partners. During the interview, focus on building a connection with your interviewers. Show your strong relationship-building skills by being personable and engaging, which will reflect your ability to collaborate effectively in the role.