Salary: £40,000 - 45,000 per year Requirements: We are looking for 3-5 years of experience, with 4-5 years ideal. We need experience working in an operational or customer-focused environment. We need a strong analytical mindset with the ability to interpret data and identify trends. We need experience delivering insight and recommendations, not just reporting. We need excellent communication and storytelling skills. We need the ability to work with stakeholders and translate insight into action. We strongly prefer experience in complaints, customer operations, or service environments. We strongly prefer experience in financial services or regulated industries. We strongly prefer a strong understanding of root cause analysis and process improvement. We would value experience working with operational datasets, even in Excel. We would value basic exposure to SQL. We are looking for someone who is curious, comfortable challenging assumptions, and able to go deeper. We need someone comfortable working with real business problems and ambiguity. Responsibilities: We analyse complaints data to identify trends, patterns, and root causes of issues. We produce clear insights and recommendations to improve customer outcomes. We support operational teams in identifying opportunities to reduce complaints and improve processes. We work closely with stakeholders across operations and strategy to deliver insight projects. We present findings through reports, presentations, and storytelling. We contribute to improving complaints strategy and overall customer experience. We help turn available data into actionable insight for business change. Technologies: Excel Support SQL More: We are a leading financial services organisation based in Nottingham, working in a hybrid model with three days onsite each week from Tuesday to Thursday. You will join our Complaints Process & Insight team, a collaborative group of specialists focused on complaints analysis, operational improvement, and customer insight strategy. This is a high-visibility role where customer insight drives change, with strong learning and progression opportunities and the chance to influence real customer outcomes and business processes. last updated 24 week of 2026