Job description
We are seeking a proactive and detail-oriented Customer Analyst to support our 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.
- 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.
- Be part of a business dedicated to customer-first values.
- Collaborative and supportive environment.
- Competitive salary and benefits package.
GWV Talent Solutions Limited (trading as Gerrard White Consulting and Vermelo RPO) acts as an employment agency for permanent recruitment and an employment business for the supply of temporary and contract workers. By applying for this job you accept the terms of our Privacy Policy and Terms of Service Agreement which can be found at www.gerrrardwhite.com