About the role

We are looking for a Senior Complaints Insight Specialist to join our Complaints Process & Insight team on a permanent basis. In this role, you will help us use customer complaints as a driving force for change, translating deep insights into strategic opportunities for investment.

As part of a specialist team of six, you will collaborate across the organisation, particularly within our Operations department to deliver data-driven customer insights and enhance our complaints strategy. Reporting directly to the Head of Complaints Strategy, you will leverage data to spot patterns, identify why things go wrong, and create compelling visual narratives for stakeholders at all levels . While you will possess strong analytical capabilities to partner with our centralised Data Analysts, this is a highly collaborative role focused on turning data into impactful business actions.

What you'll do

• Lead Insight Projects: Initiate and manage complaints insight initiatives from problem-solving through to successful implementation alongside internal stakeholders.

• Trend Identification: Partner with the UK Customer Operations management team to identify real-time dissatisfaction trends and drive initiatives that improve customer outcomes and operational efficiency.

• Strategy & Risk Management: Manage and enhance the complaints strategy, including associated risks and process controls, while maintaining clear communication with internal partners.

• Stakeholder Storytelling: Prepare and deliver concise, compelling written reports and presentations that translate complex data into actionable recommendations for the business.

• Regulatory Reporting & Analysis: Leverage internal, industry, and Financial Ombudsman Service (FOS) data to uncover root causes, while collaborating globally to deliver key regulatory reports.

The skills and experience you need

Essential

• Data Storytelling & Visualisation: Exceptional ability to build engaging presentations and use data visualisation to turn complex numbers into simple, compelling narratives.

• Analytical Expertise: Strong experience using both qualitative and quantitative analytical methods to evaluate large datasets and find root causes.

• Collaboration & Interpersonal Skills: A proven track record of fostering teamwork and collaborating effectively across diverse disciplines and organisational levels.

• Strategy & Process Improvement: Detail-oriented mindset with hands-on experience in strategy design, process management, and delivering sustainable operational improvements.

• Creative Problem Solving: An outside-the-box thinker who can cut through complexity to deliver straightforward, actionable solutions.

Desirable

• Regulated Environment Experience: Prior experience working within a regulated complaints handling environment.

• Digital Tools: Proficiency with collaborative tools, specifically Google Workspace (including Google Sheets and Google Slides).

Where and how you'll work

This is a permanent position based in our Nottingham office. 

We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar. 

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes

• Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.

• Health: Access premium care through our private medical insurance.

• Family Support: We champion your milestones with enhanced parental leave.

A full list of our benefits is available here.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. 

We value diversity, inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging, and it rests at the heart of our business.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves, they offer a range of activities, networking opportunities, special events and learning programmes to associates.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.