Customer Outcomes Analyst

Job Description Customer Outcomes Analyst

Contract role (Inside IR35)

Start date:
January 20206

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.

You will 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. You will also support the Saturn Customer Committee with preparation of content, minute taking, and tracking of actions.

Build strong working relationships with outsource partners, contribute to Board reporting, support monitoring of vulnerable customers, and work closely with pricing teams on general insurance pricing practice analysis. You will also support oversight of customer communication, learn...