Customer Framework Lead (Part-Time, Job-Share, Full-Time)

We are seeking a proactive individual to lead the evolution of our Consumer Duty framework and enhance the control landscape to ensure positive customer outcomes across the Zurich Municipal business. This role involves owning the development of controls and processes to ensure Zurich Municipal's compliance with Consumer Duty and leading the Zurich Municipal Customer Experience Group. The Consumer Duty is pivotal in regulatory change, focusing on cultural transformation, and involves every aspect of the Zurich Municipal business, including the Annual Product Review process. This high-profile position is part of Zurich Municipal Governance and requires daily interaction with Underwriting, the Customer Office, Performance and Change, and Zurich Municipal Market teams. We offer flexible working arrangements, including part-time, flexible hours, job sharing, remote work, or compressed hours, as we aim to attract the best talent. Discuss your flexibility needs with us during the interview process. What will you be doing?

• Evolve and own Zurich Municipal's strategic Consumer Duty Framework and associated fora (Customer Experience Group and Product Oversight Forum).
• Co-lead, with Underwriting, the Annual Product Review Process and ongoing Fair Value Product Monitoring.
• Develop and manage the Consumer Duty Controls Landscape, including quality assurance activities and action tracking.
• Author Zurich Municipal Customer Experience Group packs, quarterly Customer Committee papers, and support the compilation of Product Oversight forum documents. Provide updates to ZMLT as needed.
• Manage Consumer Duty issues, breaches, operational events, and queries.
• Provide training and knowledge sharing throughout Zurich Municipal to support cultural rollout.
What are we looking for? We seek a candidate with a strong understanding of the Consumer Duty requirements and intent. You should be confident in interpreting, building, and embedding strategic control frameworks, raising awareness, and gaining buy-in. Working independently in a dynamic environment requires a proactive and adaptable approach to problem-solving. Strong written and verbal communication skills are essential. You will need to build strong relationships with stakeholders within Zurich Municipal and across the UK, collaborating effectively with 1LoD and 2LoD colleagues. As an inclusive employer, we aim to ensure all candidates feel comfortable and can perform at their best during the interview. Please inform us of any reasonable adjustments or practical support you may need when applying.

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. Our Culture: At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic. We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. #LI-Hybrid The financials
• 12% defined non-contributory pension scheme.
• Annual company bonus.
• Income Protection.
• Life cover - four times your salary.
Time away
• 25 days holiday a year plus bank holidays.
• You can also request to swap UK bank holidays for days off that have cultural or religious significance to you.
• The option to buy up to an additional 20 days or sell some of your holiday.
• Three days paid volunteering.
• Up to 16 weeks' full pay for maternity, paternity and adoption leave.
Your health is important to us
• Access to Private medical insurance.
• Virtual GP appointments.
• Discounted gym membership.
• Free flu jab.
• Access to a wealth of support from our wellbeing partners.
We're making a difference
• Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5 C' pledge.
• Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.