Complaints Insight Specialist
Nottingham hybrid working.
Competitive salary up to £45,000 plus bonus and benefits.
This is an opportunity to join a high-impact insight function where customer complaints are treated as a strategic asset. You will translate complex customer feedback and operational data into meaningful improvements, influencing decision making across a large, regulated organisation.
The Company
They are a well-established, data-led financial services organisation undergoing continued transformation. Insight and analytics play a central role in shaping customer outcomes and driving operational efficiency. The business has a collaborative culture, with strong investment in people, technology, and continuous improvement. Teams work cross-functionally to deliver measurable change across customer operations and strategy.
The Role
- Lead and deliver complaints insight projects, turning data into actionable recommendations for stakeholders
- Identify emerging customer dissatisfaction trends and support real-time performance improvements
- Analyse complaint drivers using both qualitative and quantitative techniques, including external and regulatory data sources
- Produce clear, compelling reports and presentations for a range of internal audiences
- Support the development and optimisation of complaints strategy, including risk and process controls
- Partner with operations and wider business teams to drive customer outcome improvements and cost efficiencies
- Create data-driven narratives that explain root causes and highlight opportunities for change
- Contribute to regulatory reporting and ensure insight aligns with compliance requirements
Your Skills & Experience
- Strong experience in customer insight, complaints analytics, or operational analytics within a regulated environment
- Ability to combine qualitative and quantitative data to generate meaningful business insight
- Strong storytelling and data visualisation skills, with experience presenting to non-technical stakeholders
- Experience identifying trends, root causes, and improvement opportunities from complex datasets
- Collaborative approach with the ability to influence across multiple teams
- Commercial mindset with a focus on driving measurable outcomes
- Familiarity with tools such as spreadsheets and presentation platforms to communicate insight effectively
What They Offer
- Strong career progression within a growing insight and analytics function
- Comprehensive benefits package including pension, healthcare, and flexible benefits
- Ongoing learning and development through structured training programmes
How to Apply
If you are interested in this Complaints Insight Specialist opportunity, please apply with your CV to discuss further.
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