This is an opportunity to join a highly data-driven team where customer insight directly shapes business decisions. Sitting at the intersection of analytics, operations, and strategy, this role offers strong visibility across the organisation and the chance to influence meaningful improvements to customer outcomes.
THE COMPANY
They are a well-established financial services organisation known for putting data at the heart of decision making. With a strong focus on customer experience and continuous improvement, they invest significantly in both technology and people. The business promotes a collaborative and inclusive environment, with clear progression pathways and structured development opportunities. You will be joining a forward-thinking team that values curiosity, innovation, and impact.
THE ROLE
As a Complaints Insight Specialist you will work within a specialist complaints insight function, partnering closely with operations and wider business stakeholders to drive change through data.
Specifically, you can expect to be involved in the following:
* Analyse complaints data using Excel to identify trends, root causes, and opportunities for improvement
* Translate complex data into clear, actionable insights and compelling narratives
* Work in close collaboration with operations teams to respond to emerging customer issues in real time
* Support the development and optimisation of complaints strategy and processes
* Partner with stakeholders across the business to implement insight-led improvements
* Contribute to regulatory reporting and external insight, including industry and ombudsman trends
* Deliver presentations and reports to both technical and non-technical audiences
SKILLS AND EXPERIENCE
The successful Complaints Insight Specialist will have the following skills and experience:
* Strong experience working with complaints data within a regulated environment
* Advanced Excel skills and confidence handling datasets to generate insights
* Ability to translate analysis into clear business recommendations
* Strong stakeholder management and communication skills
* Experience in root cause analysis and process improvement
* Comfortable influencing across functions and presenting to varied audiences
* Exposure to SQL or Google Workspace tools is beneficial but not essential
BENEFITS
The successful Complaints Insight Specialist will receive the following benefits:
* Salary up to £45,000 - depending on experience
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