Customer Governance Analyst

at  Zurich insurance

Working hours: This role is available on a part-time, job-share or full-time basis.
Salary: Competitive salary + excellent benefits package
Location: We’re flexible! Travel to Whiteley and London Zurich offices will be required.
Closing date for applications: 13th February 2025

THE OPPORTUNITY:

Are you looking for an opportunity to work for a Global Insurer to help in delivering customer centric outcomes through collaboration and proactive stakeholder engagement?
Since the introduction of Consumer Duty regulations, there has been a considerable shift in the FCA’s expectations of firms. Whilst Zurich has always put the customer at the heart of what they do, the Duty has set a higher expectation for the standard of care we provide to our customers, introducing a more outcomes-focused approach to customer protection.
As a CI Customer Governance Analyst, you will be required to support us in the development, delivery, and on-going management of CI Propositions in line with our Consumer Duty responsibilities. This means that you will have the opportunity to develop your analytical skills to assess how our products and propositions perform in line with this duty, as well as supporting the wider team coordinating, analysing, and reporting on our Annual Product Reviews/Fair Value Assessments.
The role will work alongside product owners within each CI Line of Business team and across central Underwriting, Claims and Risk. You will support all consumer duty activity including processes, metrics, culture and mind-sets.
Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

WHAT ARE WE LOOKING FOR?

The role will require you to support with our annual product review process alongside the wider team, which means you will be working alongside various representatives from our CI Leadership Team, Compliance, Distribution and Underwriting to critically assess our Commercial Insurance Products in line with the requirements of the FCA in terms of Fair Value.
Therefore, we’re looking for someone who excels at building and maintaining relationships with key stakeholders, allowing you to contribute to conversations around fair value and provide the appropriate challenge when necessary.
There will be a requirement to write reports which will support our Head of Commercial in evidencing our compliance with the consumer duty. Therefore, it is essential that you can demonstrate a high proficiency in verbal and written communication skills.
Based on your analysis, you will be making recommendations to various members of the Commercial Leadership Team on Consumer Duty compliance. Therefore, you will be experienced when it comes to planning, prioritising, and taking ownership of action timelines and delivery dates.
The role will have some technical aspects to it, so knowledge of our Commercial insurance Lines of Business within Underwriting, Underwriting Operations, distribution, and claims would be ideal. It would also be good if you have an understanding of the financial dynamics of the insurance business as this will help you to critically assess whether our products continue to offer fair value.

WHO WE ARE:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.
With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.
We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.
If you’re interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

WHAT WILL YOU BE DOING?

An integral part of your role will be to support with the annual product reviews across a number of product families within Commercial Insurance. You will be required help with planning and organising of quarterly oversight meetings and analysing product performance and customer outcomes. This will include assessing products against our own internal standards, but also conducting market analysis to identifying trends which may impact the outcome of our assessments.
Putting the customer at the heart of what we do is essential, so you’ll support individuals from across Commercial in the assessment of our customer propositions to ensure they align with the principles of Consumer Duty regulations and Zurich Customer Experience standards. As part of this, you will be required to utilise existing data and MI to conduct regular reviews to assess the effectiveness of our current propositions and identify and mitigate any risks to ensure they deliver the right customer outcomes. Therefore, it is important that you are able to readily spot opportunities to improve our product and services, but also support the business in developing propositions that are aligned to fair value.