Customer Experience Analyst - 1

Enable Possibility

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, we enable possibility.

The candidate will work as part of a team, managing and overseeing the firm's conduct risk exposures. The role will have a strong focus on coordinating and completing first line product reviews for new and existing products; including analysis of conduct MI, review of policy documentation and completion of conduct risk assessments.

The team works across Arch's company market and Lloyd's platforms. The candidate will therefore work closely with a number of departments across the business, including underwriting, claims, delegated authorities, complaints and operations.

A key focus of the role is to ensure compliance with both Lloyd's and FCA conduct requirements, safeguard the customer journey and ensure Arch's products offer value to our customers at all times.

Key Tasks and Responsibilities

• Support the Customer Experience Manager in managing the daily workload of the conduct team
• Participate in the schedule of Arch's customer journey mapping, outcomes testing and communications testing
• Provide conduct support and assistance, both internally and to our third-party business partners e.g. coverholders and DCAs
• Assist with the analysis of conduct MI and "lessons learned" to ensure Arch meets its desire to provide exceptional customer service

Role Requirements & Skills

Skills / Competencies

• Technical knowledge of the conduct and compliance framework
• Ability to multi-task and be highly organized
• Strong data analytic skills
• Strong track record of working collaboratively to deliver successful outcomes
• Ability to communicate effectively at all levels

Qualifications

• Minimum A level standard preferred
• Chartered Insurance Institute qualifications, or University degree (or similar) desirable

Experience

• Strong conduct background, with working knowledge of FCA conduct/customer requirements from an insurance perspective.
• Experience in the Lloyd's market preferable but not essential

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you.