Customer Outcome Analyst

*
* 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…