Customer Outcome Analyst

Sompo; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global insurance provider is seeking a professional to manage customer outcomes and conduct risk. The role involves supporting the implementation of frameworks, monitoring performance, and delivering training. Candidates should have over 2 years of experience in the UK insurance or financial services industry and a strong understanding of conduct rules. Excellent communication and analytical skills are essential for success in this position.

Qualifications

• 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 and consumer protection obligations.

Responsibilities

• Assist in the development and implementation of the Customer Outcome framework.
• Support the implementation and maintenance of a complaints capability.
• Support the Head of Conduct Risk in developing quality data to monitor customer outcomes.
• Assist in the delivery of training on customer outcomes and conduct risk.

Skills

Excellent communication – verbal and written

Excellent analytical skills

Experience in customer focused role

Understanding of FCA’s conduct rules

Job description

**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.- **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.- **Complaints Management:** Support the implementation and maintenance of a complaints capability, providing direct oversight of a key aspect of customer outcomes. This will also include: * 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.- **Performance Monitoring:** Support the Head of Conduct Risk in developing and continually improving the quality and quantity of data/MI with which to monitor customer outcomes. This will include: * 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.- **Training and Development:** Assist in the delivery of training on customer outcomes, conduct risk, Consumer Duty, and complaints management for employees at all levels. This will include: * 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.- **Process Improvement:** Supporting the continuous improvement of Sompo UK’s processes to enhance customer outcomes. This will include: * 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.* 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## We are Sompo, a global provider of commercial and consumer property, casualty, and specialty insurance and reinsurance. Building on the 130 years of innovation of our parent company, Sompo Holdings, Inc., Sompo employs approximately 9,500 people around the world who use their in-depth knowledge and expertise to help simplify and resolve your complex challenges. Because when you choose Sompo, you choose **The Ease of ExpertiseTM**.## ## “Sompo” refers to the brand under which Sompo International Holdings Ltd., a Bermuda-based holding company, together with its consolidated subsidiaries, operates its global property and casualty (re)insurance businesses. Sompo International Holdings Ltd. is an indirect wholly-owned subsidiary of Sompo Holdings, Inc., one of the leading property and casualty groups in the world with excellent financial strength as evidenced by ratings of A+ (Superior) from A.M. Best (XV size category) and A+ (Strong) from Standard & Poor’s. Shares of Sompo Holdings, Inc. are listed on the Tokyo Stock Exchange.## ## To learn more please follow us on or visit .