Customer Complaints Insights Strategist

Harnham; Nottingham; On-site; Full time

Job description

This is a strong opportunity to join a customer-focused insight team where your analysis will directly influence business decisions and improve customer outcomes. Sitting at the intersection of data, operations and strategy, the role offers real exposure to senior stakeholders and the chance to shape how customer complaints insight is used across the organisation.

The Company

They are a large, data-led financial services organisation with a strong emphasis on innovation, customer experience and digital transformation. Data and insight sit at the heart of decision-making, with significant investment in developing people through structured training and clear progression paths. The environment is collaborative, regulated and fast-moving, with a genuine focus on doing the right thing for customers.

The Role

As a Customer Insight Analyst within the Complaints Process and Insight team, you will focus on turning complaints data into meaningful, actionable insight.

• Analyse complaints data to identify trends, themes and root causes of customer dissatisfaction
• Work closely with operational teams to respond to customer issues in near real time
• Use Excel as the primary tool to deliver clear, robust analysis
• Translate complex data into compelling narratives for non-technical stakeholders
• Support the ongoing complaints strategy and continuous process improvement
• Partner with teams across the business to implement insight-led changes
• Contribute to regulatory and external reporting, including industry and ombudsman trends

This is not a pure data analyst role. Success comes from combining analytical thinking with strong communication, influencing and business partnering skills.

Your Skills and Experience

• Experience working with complaints data or within a regulated environment
• Strong Excel capability and confidence analysing complex datasets
• Proven ability to turn data into insight and clear recommendations
• Strong stakeholder management and communication skillsExperience with root cause analysis and process improvement
• Ability to tell a clear story with data and influence non-technical audiences

Desirable experience includes basic SQL, exposure to Google Workspace tools, or broader involvement in strategy or process design.

What They Offer

• Competitive salary and benefits package
• Clear development pathways within an established insight function
• Exposure to senior stakeholders and business-critical decision-making
• A collaborative, inclusive team culture with a strong focus on learning