General information




Country: United Kingdom of Great Britain and Northern Ireland




Creation Date: 07-Oct-2026




Employment Type: Permanent




Employment Type: Full time




Ref #: 1234573614




Description & Requirements




Role Title: Customer Outcomes Analyst




Division: Compliance




Department: Compliance




Location: London




Type: Permanent




About the Role:



We are looking for an analyst to join the LSM Customer Outcomes Team to assist with adapting and implementing LSM's existing Complaints and Conduct Risk Framework to encompass the regulatory expectations set out in the FCA's Consumer Duty and Product Governance (Insurance Distribution Directive).




About the Department & Team:



You will support the Customer Outcomes Team in the day-to-day running of the Conduct and Complaints functions within LSM. You will support the Head of Customer Outcomes with ensuring that the Conduct Risk Framework remains fit for purpose to ensure customer outcomes are appropriate and properly monitored and controlled. The role will entail working closely with Underwriters, Coverholders, Compliance, Claims, TPAs, and the Delegated Authority Team to ensure a robust framework is fully embedded throughout the business.



LSM's Customer Outcome Team sits within the Compliance Department with the Head of Customer Outcomes reporting directly into the Head of Compliance.




Key Responsibilities:

• To help develop, oversee, maintain, and implement the conduct risk framework, complaints policy, and their associated procedures and processes.


• Provide conduct advice and guidance on new projects, products, propositions, services, and other initiatives to ensure the delivery of good customer outcomes, and appropriate risk mitigation in line with LSM's conduct risk appetite.


• Support the Customer Outcomes Manager in handling and preparing responses to Complaints.


• Where nominated as a subject matter expert, provide support to the business to ensure effective advice and guidance is provided on conduct related matters.


• Maintain up-to-date knowledge of conduct and complaints regulatory requirements and developments, sharing knowledge within LSM as required.


• Identify and escalate issues as appropriate.


• Undertake conduct risk assessments and conduct product questionnaires and ensure any concerns with LSM delivering good customer outcomes are identified and escalated.


• Carry out product reviews on relevant areas of the business.


• Carry out monitoring and oversight of conduct exposed contracts.


• Development and maintenance of conduct risk KRI's, and conduct risk MI.


• Support the preparation of conduct and complaints reports and MI to the Board, Risk Management Committee and Conduct Committee.

Skills and Experience

• Strong written and verbal communication skills are key to this role, alongside the ability to manage a varied workload, prioritise effectively, and demonstrate ownership of tasks through to completion.


• A proactive, self-starting approach, with the initiative to identify what needs doing and drive activity forward to completion with minimal supervision.


• Proven interpersonal and influencing skills with the ability to deal with staff at all levels of the organisation.


• Strong experience of implementing and driving processes to achieve desired outcomes


• Ability to challenge and apply professional scepticism to data and conduct related information


• Broad regulatory knowledge and experience of FCA rules and practical application.


• Experience interpreting and applying regulatory rules to practical scenarios and helping to devise compliant, commercially acceptable solutions.


• Good awareness of the wider business and regulatory environment and ability to understand the potential impacts of the market and regulatory changes on LSM.


• Experience of delegated authority business and an understanding of the Lloyd's Market an advantage.


• Understanding of non-UK regulation (e.g. EIOPA) in regard to product governance desirable.

About Liberty Specialty Markets (LSM)



Liberty Specialty Markets is part of Liberty Mutual Insurance Group, a leading global insurer. We offer a breadth of world-class insurance and reinsurance services to brokers and insureds in all major markets.



Our people are key to our success. That is why "Put People First" is one of the five Liberty values which unite us as a global organisation. We bring this to life for our colleagues through:

• Offering a vibrant and inclusive environment and committing to their career development.

• Promoting diversity, equity and inclusion (DEI). Our Inclusion Matters framework and employee-led networks strengthen the diversity of our workforce and our inclusive environment.

• Reinforcing that collaborating together to share our unique perspectives help us make better decisions, deliver innovative solutions and pursue our ambitious goals.

• A supportive culture, which includes promoting a healthy work-life balance and working flexibly.

For more information, please follow the links below:




https://www.libertyspecialtymarkets.com/gb-en/careers/working-for-us




https://www.libertyspecialtymarkets.com/gb-en/careers/diversity-inclusion-wellbeing/diversity-and-inclusion