Complaints Assurance Analyst

Job Overview

Embark on a rewarding and challenging career as a Complaints Assurance Analyst with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

• Provide complaints-related data, analysis, and insight to stakeholders across the business
• Ensure outputs are accurate, timely, and aligned to agreed definitions and governance
• Develop senior-ready PowerPoint materials that communicate trends, drivers, emerging risks, and recommended actions
• Identify emerging issues and translate insights into practical recommendations for stakeholders and product teams
• Complete and evidence complaints controls, maintaining a strong audit trail
• Support effective oversight by documenting assurance activity and control outcomes clearly
• Collaborate across teams to translate insight into process improvements and more consistent complaints handling
• Manage multiple work streams and competing priorities without compromising quality
• Deliver to tight deadlines in a delivery-focused environment
• Support implementation of new and updated Financial Conduct Authority complaints policies into day‑to‑day practices and assurance routines

• Strong analytical capability
• Confident working with operational and assurance data to produce clear, actionable insight
• Experience building structured, executive‑ready narratives in Power Point
• Highly competent in Excel for data preparation, analysis, and quality checks
• Demonstrate strong control discipline, including attention to detail, evidence management, and an ability to work within defined governance and risk frameworks
• Ability to collaborate effectively across functions, communicate clearly with both technical and non‑technical stakeholders, and remain effective under time pressure

• Experience in complaints operations, assurance, controls, risk, compliance, or conduct‑related environments is beneficial, particularly where work is aligned to FCA expectations.
• Familiarity with additional data and visualisation tools (for example, SQL, Power BI, Tableau, or similar) is a plus, as is experience with root cause analysis and process improvement methods.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first‑class business in a first‑class way approach to serving clients drives everything we do. We strive to build trusted, long‑term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.

We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit the FAQs for more information about requesting an accommodation.