We are seeking a proactive and detail-oriented Customer Analyst to support our clients first line of defence in achieving good customer outcomes under the FCA’s Consumer Duty. In this role, you will play a key part in monitoring, reporting, and driving tangible improvements for our customers, while fostering strong relationships with both internal teams and external partners.

Key Responsibilities

• Support compliance with Consumer Duty outcomes and FCA cross-cutting rules.
• Produce monthly customer outcome monitoring reports, analysing performance against set thresholds and recommending actions.
• Collaborate with outsource partners to improve customer experiences and ensure fair treatment, including for vulnerable customers.
• Work on product governance to ensure products are suitable, provide value, and comply with regulations.
• Monitor GIPP (General Insurance Pricing Practices) data with the Pricing team, recommending changes as needed.
• Support the Customer Committee, prepare Board-level reports, and assist in governance activities.
• Oversee customer-related activities carried out by a third party on our behalf.
• Contribute to continuous improvement in customer communications, complaints handling, and operational processes.

About You

• Degree or relevant professional qualification in a risk or compliance-related field (preferred).
• Experience in a regulated financial services environment, ideally in a customer-focused role.
• Knowledge of Consumer Duty requirements and regulatory frameworks (FCA, PRA).
• Strong relationship-building and communication skills.
• Analytical mindset with the ability to identify risks and opportunities for improvement.
• Understanding of the three lines of defence model is desirable.

Why Join Us?

• Be part of a business dedicated to customer-first values.
• Opportunity to work across multiple entities within the Group.
• Collaborative and supportive environment.
• Competitive salary and benefits package.