Customer Outcome Analyst

Sompo Birmingham, England, United Kingdom

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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.

• 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.
• Consumer Duty:
  Assist in monitoring Consumer Duty obligations, to ensure Sompo UK meets the highest standards in delivering positive outcomes for customers, with a particular focus on vulnerable customers. This will also include:
  • 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.
• 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.
• Compliance and
  
  Risk Management:
  
  Working with first-line functions to build conduct risk into processes and procedures. This will include:
  • 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.
• Stakeholder Relations:
  Engaging with internal and external stakeholders, including senior…