Job Description
Complaints Insight Analyst
Up to £45,000Nottingham - Hybrid (3 days onsite: Tues-Thurs)
I'm hiring a Complaints Insight Specialist to join a leading financial services organisation, working at the heart of how the business understands and improves customer outcomes.
This role sits within a Complaints Process & Insight team, using customer complaints as a powerful tool to identify issues, uncover trends, and drive meaningful improvements across the organisation.
The role
This is a customer insight role in an operational environment, focused on:
* Analysing complaints data
* Identifying root causes of customer issues
* Recommending improvements to reduce future complaints
You won't be pulling or engineering the data - instead, you'll be taking available data and turning it into clear, actionable insight for stakeholders.
What you'll be doing
* Analyse complaints data to identify trends, patterns, and root causes of issues
* Produce clear insights and recommendations to improve customer outcomes
* Support operational teams in identifying opportunities to reduce complaints and improve processes
* Work closely with stakeholders across operations and strategy to deliver insight projects
* Present findings through reports, presentations, and storytelling
* Contribute to improving complaints strategy and overall customer experience
Where you fit
You'll be part of a team of specialists focused on:
* Complaints analysis
* Operational improvement
* Customer insight strategy
Some team members are more process-focused - this role sits firmly on the insights side, helping turn data into tangible business change.
What they're looking forMust-haves
* Experience working in an operational or customer-focused environment
* Strong analytical mindset - able to interpret data and identify trends
* Experience delivering insight and recommendations, not just reporting
* Excellent communication and storytelling skills
* Ability to work with stakeholders and translate insight into action
Very strong preference
* Experience in complaints, customer operations, or service environments
* Experience in financial services or regulated industries
* Strong understanding of root cause analysis and process improvement
Nice to have
* Experience working with operational datasets (even in Excel)
* Basic exposure to SQL (but not heavily technical roles)
This role is not suited to heavily technical analysts - it's about insight, not engineering.
What they're looking for in a candidate
* 3-5 years' experience (4-5 ideal)
* Someone who's"sparky" and curious - able to challenge and go deeper
* Comfortable working with real business problems and ambiguity
* Strong examples of taking data insight recommendation impact
Why this role
* Work in a data-driven organisation where customer insight drives change
* High visibility across operations and strategy teams
* Opportunity to influence real customer outcomes and business processes
* Strong learning and progression opportunities
Interview process
* Online assessment (situational judgement)
* Behavioural / job-fit interview
* Final in-person case study (focused on operational data and insight)
Working style
* 3 days per week in Nottingham office (Tues-Thurs)
* Collaborative, team-focused environment
If you're currently working in operations, customer insight, complaints, or business analysis, and enjoy turning data into meaningful improvements, this is a great opportunity.