Senior Complaints Insight Lead: Data-Driven Change

Capital One (Europe) plc; Nottingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pension and bonus

Private medical insurance

25 days annual leave (+5)

Learning budget up to £5,000 for quals

Hybrid work in Nottingham

Job summary

Capital One (Europe) plc in Nottingham is seeking a Senior Complaints Insight Specialist to turn customer complaints into strategic opportunities. You will drive data-informed improvements across operations, reporting to the Head of Complaints Strategy, and partner with central Data Analysts to turn insights into business actions.

The role emphasizes data storytelling, trend identification, and regulatory reporting, with a hybrid work pattern based in Nottingham.

Qualifications

• Ability to turn complaints data into actionable insights.
• Strong data storytelling and visualization skills.
• Proven collaboration across teams and organisational levels.
• Experience designing and delivering process improvements.
• Creative problem solving to simplify complex issues.

Responsibilities

• Lead complaints insight projects from problem to implementation with stakeholders.
• Identify real-time dissatisfaction trends with UK Customer Operations.
• Manage and enhance the complaints strategy, including risks and controls.
• Prepare concise written reports and presentations translating data to actions.
• Leverage regulatory data to uncover root causes and support global reporting.

Skills

Data storytelling

Data visualization

Analytical methods

Stakeholder communication

Cross-functional collaboration

Tools

Google Workspace

Job description

Capital One (Europe) plc in Nottingham is seeking a Senior Complaints Insight Specialist to turn customer complaints into strategic opportunities. You will drive data-informed improvements across operations, reporting to the Head of Complaints Strategy, and partner with central Data Analysts to turn insights into business actions.

The role emphasizes data storytelling, trend identification, and regulatory reporting, with a hybrid work pattern based in Nottingham.