Senior Complaints Insight & Strategy Lead

Capital One Group; Nottingham; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

25 days annual leave + 5 days optional

Job summary

Capital One Group in the UK is seeking a Senior Complaints Insight Specialist to transform customer complaints into strategic opportunities. You will drive insight projects, partner with Operations, and deliver data-driven recommendations to improve outcomes and efficiency.

Reporting to the Head of Complaints Strategy, you will combine analytics with clear storytelling to influence business decisions. This permanent role is based in Nottingham with a hybrid work pattern.

Qualifications

• Proven ability to translate data into actionable insights.
• Experience turning complex data into concise reports and visuals.
• Strong analytical approach to identify root causes and patterns.

Responsibilities

• Lead complaints insight projects from problem identification to implementation.
• Identify real-time dissatisfaction trends with cross-functional teams.
• Enhance the complaints strategy, manage risks, and ensure process controls.
• Prepare concise written reports and presentations translating data for stakeholders.
• Leverage internal and external data (FOS, regulatory) to drive regulatory reporting insights.

Skills

Data storytelling

Data visualisation

Analytical thinking

Collaboration

Strategic thinking

Problem solving

Tools

Google Workspace

Job description

Capital One Group in the UK is seeking a Senior Complaints Insight Specialist to transform customer complaints into strategic opportunities. You will drive insight projects, partner with Operations, and deliver data-driven recommendations to improve outcomes and efficiency.

Reporting to the Head of Complaints Strategy, you will combine analytics with clear storytelling to influence business decisions. This permanent role is based in Nottingham with a hybrid work pattern.