Customer Experience Analyst

Position: Customer Experience Analyst-1
Location: Greater London

.Customer Experience Analyst-1 page is loaded## Customer Experience Analyst-1locations:
London, United Kingdom time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
May 29, 2026 (30+ days left to apply) job requisition :
R26 120

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℠.
** Role Summary and Purpose
** 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 co-ordinating 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 organised
* 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

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14101 Arch Europe Insurance Services Ltd
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