Complaints Insight Lead
Complaints Insight Lead
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1 Vacancy
Job Description
About this role
Were looking for a Complaints Insight Lead to join our Complaints Insight & Strategy team on a permanent basis. Were passionate about using customer complaints as a driving force for change helping Capital One to deeply understand our customers and translate these insights into opportunities that we can invest in.
Youll be part of a team of five specialists and work across our organisation on a range of initiatives; from designing and delivering powerful datadriven customer insights to partnering deeply with our strategy product and engineering teams so that we can achieve great outcomes for our customers.
Youll report into the Head of Complaints Insight and will need to have a passion for deep collaboration across different teams and leveraging data to identify where and why things go wrong. Spotting patterns creating compelling visual narratives driving solutions forward and clearly explaining your results to people across the organisation of varied disciplines and levels will be key in the role.
What youll do
Support our strategy product and engineering teams in identifying the points of highest strategic leverage and value in order to eliminate the root causes of customer dissatisfaction and drive a stepchange in complaints reduction
Manage and deliver complaints insight projects to successful conclusion and implementation through initiating and leading problem solving efforts in close partnership with internal stakeholders
Spearhead our analytical transformation and deliver against our ambition to deliver deep customer understanding at scale bridging the gap between qualitative and quantitative insights that will unlock opportunities for organisational investment
Engage and influence a senior stakeholder group to inspire change and balance business excellence with doing the right thing for our customers
Prepare and present insights and recommendations through both written reports and presentations in a concise and compelling way to internal stakeholders
Leverage internal industry regulator and Financial Ombudsman Service (FOS) information to produce objective and actionable insights of customer complaint drivers and outcome trends
Ensure all outputs are actionable grounded in customer understanding and guided by the broader context of our organisation to inspire the team to uncover the so whats of all deliverables
What were looking for
Essential
Experience with both qualitative & quantitative analysis
Strong presentationbuilding storytelling and data visualisation skills
A storyteller with a strong curiosity for how we can enhance customer outcomes
Excellent interpersonal skills with a positive and cooperative attitude that fosters collaboration and teamwork across all lines of business
A proven track record in delivering sustainable improvements with a handson approach and outsidethebox mentality
Creative problem solving and cutting through complexity with simple solutions
Desirable
Experience in using statistical analysis software e.g. SAS Python or R
Ability to manage quant data files run analysis on quant data query SQL etc
Relevant experience in a regulated complaints environment
Experience with GoogleSuite e.g. Google sheets Google Slides
Where and how youll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model which gives you flexibility to work from our offices and from home.
Were big on collaboration and connection so youll be based in our Nottingham office 3 days a week on Tuesdays Wednesdays and Thursdays.
Whats in it for you
Bring us all this and youll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
We offer high performers strong and diverse career progression investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
Immediate access to our core benefits including pension scheme bonus generous holiday entitlement and private medical insurance with flexible benefits available including seasonticket loans cycle to work scheme and enhanced parental leave
Openplan workspaces and accessible facilities designed to inspire and support you. Our Nottingham headoffice has a fullyserviced gym subsidised restaurant mindfulness and music rooms. In London you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee caf
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 its about what you do not just what you say. Thats why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in to name a few:
REACH Race Equality and Culture Heritage group focuses on representation retention and engagement for associates from minority ethnic groups and allies
OutFront to provide LGBTQ support for all associates
Mind Your Mind signposting support and promoting positive mental wellbeing for all
Women in Tech promoting an inclusive environment in tech
EmpowHER network of female associates and allies focusing on developing future leaders particularly for female talent in our industry
Enabled focused on supporting associates with disabilities and neurodiversity
If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital Ones recruiting process please send an email to
Capital One does not provide endorse nor guarantee and is not liable for thirdparty products services educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Employment Type
Full-Time
