Since the FCA’s Consumer Duty came into force, compliance has moved from the back office to the boardroom for insurers, brokers and MGAs. For many firms, that shift has changed what good looks like in a compliance hire. In this guide, we look at what Consumer Duty means for compliance hiring in insurance: the skills that now matter most, the roles firms are building, and how to attract the right people in a competitive market.
A quick recap: what is the Consumer Duty?
The Consumer Duty is the FCA’s higher standard of consumer protection for regulated firms. It applied to new and existing open products from 31 July 2023, and to closed products from 31 July 2024. At its heart is a simple expectation: firms must act to deliver good outcomes for retail customers.
The Duty is built around three parts:
- The Consumer Principle – acting to deliver good outcomes for retail customers.
- Three cross-cutting rules – acting in good faith, avoiding foreseeable harm, and enabling and supporting customers to pursue their financial objectives.
- Four outcomes – products and services, price and value, consumer understanding, and consumer support.
Firms are also expected to evidence this through ongoing monitoring and an annual board report. That last point is what has reshaped many compliance teams: it is no longer enough to have the right policies. You need people who can prove the outcomes.
How Consumer Duty has changed compliance hiring
Before the Duty, many insurance compliance roles centred on rules-based checking: file reviews, breach logs and regulatory returns. That work still matters, but the Consumer Duty asks a broader question. Are customers actually getting fair value, clear information and good support?
Answering that needs compliance professionals who can work across the business, from product and pricing teams to claims and customer service. In our experience, hiring managers are now asking for a different blend of skills, and job descriptions written before 2023 often need a refresh.
From checking to evidencing outcomes
Compliance teams increasingly own outcome testing and management information (MI). The best candidates can design meaningful measures, interpret data and explain what it means for customers in plain English.
From adviser to business partner
The Duty touches every part of the customer journey, so compliance people need the confidence to challenge colleagues constructively and the commercial awareness to offer workable solutions, not just a “no”.
Consumer Duty compliance skills employers are looking for
When we take a compliance brief from an insurance client, these are the skills and experiences that come up most often:
- Product governance and fair value assessment – understanding how insurance products are designed, distributed and reviewed, and how value is assessed across the distribution chain.
- Outcome testing and MI – building testing frameworks and turning data into clear insight for senior management and the board.
- Vulnerable customer expertise – knowing how to identify and support customers in vulnerable circumstances, and how to embed that into processes.
- Customer communications – testing whether documents and journeys support genuine understanding.
- Claims and complaints insight – spotting patterns that point to poor outcomes or foreseeable harm.
- Stakeholder influence – presenting confidently to boards, committees and operational teams.
Not every hire needs all of these. A smaller broker might need one experienced all-rounder, while a larger insurer or MGA may split the work across several specialist roles.
Compliance roles insurance firms are hiring for
Consumer Duty has led to new roles and has broadened existing ones. Common positions we see across the market include:
- Compliance Officer or Compliance Manager – often with Consumer Duty now written into the core of the role.
- Consumer Duty Manager or Lead – a dedicated owner for the firm’s Consumer Duty framework and board reporting.
- Conduct Risk Manager – focused on identifying and mitigating risks to customer outcomes.
- Quality Assurance and Outcome Testing Analysts – reviewing files, calls and claims against outcome measures.
- Product Governance Manager – leading fair value assessments and product reviews.
Firms in the London Market and wholesale space have their own considerations, as the Duty’s application depends on whether retail customers are in the distribution chain. If you’re unsure which profile fits your business, it is worth talking it through before you write the advert.
How to attract compliance talent in a competitive market
Experienced compliance professionals with hands-on Consumer Duty delivery are in demand, and the strongest candidates are rarely actively looking. Here are some practical ways to stand out:
- Be clear about the remit. Explain whether the role is building a framework from scratch, embedding one or running business-as-usual monitoring. Candidates want to know what they are walking into.
- Show senior buy-in. Compliance professionals want to work where the board takes customer outcomes seriously. Mention your board champion or reporting lines if you can.
- Move quickly. Long, drawn-out processes are one of the most common reasons good compliance candidates are lost to other offers.
- Be flexible on background. Strong candidates may come from claims, quality assurance or complaints rather than a traditional compliance route. Transferable outcome-focused experience can be valuable.
- Benchmark the package. Make sure salary and benefits reflect the market for the level of responsibility. Our UK Insurance Salary Survey is a useful place to start.
Working with a specialist insurance recruitment agency
Compliance hiring is a niche within a niche. A generalist recruiter may understand compliance, or understand insurance, but rarely both. As a specialist insurance recruitment agency with 14 years in the market, we know the difference between a Consumer Duty lead who has delivered in a retail broker and one who has worked in an MGA or insurer, and we know where to find them.
Our insurance compliance recruitment team works with insurers, brokers and MGAs UK-wide, from our offices in Guildford, Surrey and London. We were named Insurance Recruiter of the Year at the National Insurance Awards 2021, we’re rated 5.0 on Google, and 98% of the candidates we place are still in their role a year later. You can find out more about how we work with employers.
Frequently asked questions
Do all insurance firms need a dedicated Consumer Duty role?
No. The Duty applies to the firm, not to a specific job title. Smaller firms often fold Consumer Duty into an existing compliance role, while larger firms may create a dedicated lead or team. The right answer depends on your size, products and distribution chain.
What qualifications should an insurance compliance candidate have?
Many employers value CII qualifications alongside specialist compliance qualifications, such as those from the International Compliance Association. Practical experience of delivering Consumer Duty outcomes is often just as important as formal qualifications.
Can someone move into compliance from claims or underwriting?
Yes. Professionals from claims, underwriting, quality assurance or complaints handling often bring valuable insight into customer outcomes, which makes them strong candidates for outcome testing and conduct risk roles.
Ready to strengthen your compliance team?
Whether you need a Consumer Duty lead, a compliance manager or an outcome testing analyst, we’d love to help. Send us your compliance job brief or call us on 01483 668 700 for a confidential chat about your hiring plans.