Senior Proposition Analyst - Vulnerable Customers

Job Title: Senior Proposition Analyst – Vulnerable Customers

Contract Type: Permanent

Location: Alderley Park and Edinburgh

Working style: Hybrid 50% home/office based

Closing date: 19th Febraury 2025

We are seeking a customer-centric Senior Proposition Analyst to join our UK Customer function. In this role, ‘you will work alongside the Product Owner within the Vulnerable Customer Team, supporting and challenging the Group in implementing and embedding policies and standards related to Vulnerable Customers. Your efforts will help reduce regulatory and conduct risk exposure in this area.

You will be responsible for supporting and challenging strategic business programmes and initiatives from a Vulnerable Customer perspective, identifying areas where additional or different actions are needed to ensure Royal London achieves positive customer experiences and outcomes. Additionally, you will regularly assess Royal London’s approach to Vulnerable Customers to ensure regulatory expectations are met, resulting in good outcomes for our customers.

We are looking for a passionate and customer centric individual who is dedicated to making a meaningful impact on our customers' lives.

About the role

• Work with agility, providing support, challenge, and guidance to ensure Royal London aligns with both internal and external standards, as well as our strategic goals.
• Regularly evaluate and challenge business processes and projects to ensure they meet regulatory and customer expectations.
• Proactively engage with business stakeholders to influence timely and effective remedial actions in response to compliance monitoring and audit activities.
• Actively manage relationships with external charities, pressure groups, and the FCA to establish Royal London as an industry leader in supporting Vulnerable Customers.
• Identify trends and gaps in procedures, policies, strategies, and systems, using these insights to prioritize opportunities for driving positive change for our customers.
• Provide accurate and timely reporting on all aspects related to Vulnerable Customers.

About you

• Extensive knowledge of the financial services industry.
• Familiarity with the FCA’s approach to Vulnerable Customers and Consumer Duty.
• Understanding of current financial services regulations, including Vulnerable Customers, Safeguarding, Treating Customers Fairly, and ABI standards.
• Awareness of upcoming regulatory changes impacting the financial services industry, particularly those affecting customer outcomes.
• Proficiency in collating, analysing, and distilling data into actionable insights to solve business problems.
• Ability to identify, articulate, and communicate key conclusions from work streams in a compelling manner, offering relevant strategic recommendations.
• Strong customer and client-centric mindset, ensuring that all actions and decisions prioritize positive customer experiences and outcomes.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.