Senior Complaints Insight Lead — Hybrid & Data-Driven

Capital One; Nottingham; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Pension plan

Performance-based bonus

25 days annual leave (+5)

Private medical insurance

Job summary

Capital One in the United Kingdom is seeking a Senior Complaints Insight Specialist to turn customer complaints into strategic opportunities. You will lead insight projects, spot trends with Operations, and craft data-driven narratives for stakeholders.

The role combines analytics with cross‑functional collaboration in a hybrid Nottingham setting. You will work with a specialist team, report to the Head of Complaints Strategy, and influence the complaints strategy while leveraging Google

Qualifications

• Experience turning complaints data into actionable insights.
• Ability to tell stories with data and visuals to non-technical stakeholders.
• Experience collaborating across teams and regulatory environments.

Responsibilities

• Lead internal complaints insight initiatives from problem to implementation.
• Identify real-time dissatisfaction trends with Ops management to drive improvements.
• Manage and enhance the complaints strategy and related controls.
• Prepare concise reports and presentations translating data into recommendations.
• Utilise internal and external data sources for regulatory reporting.

Skills

Data storytelling

Data visualisation

Analytical thinking

Collaboration

Strategy & process improvement

Creative problem solving

Regulated environment experience

Google Workspace

Tools

Google Sheets

Google Slides

Job description

Capital One in the United Kingdom is seeking a Senior Complaints Insight Specialist to turn customer complaints into strategic opportunities. You will lead insight projects, spot trends with Operations, and craft data-driven narratives for stakeholders.

The role combines analytics with cross‑functional collaboration in a hybrid Nottingham setting. You will work with a specialist team, report to the Head of Complaints Strategy, and influence the complaints strategy while leveraging Google