Complaints Insight Specialist

Location: West Bridgford

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Complaints Insight Specialist

About the role

We're looking for a Complaints Insight Specialist to join our Complaints Process & Insight team on a permanent basis. We’re 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.

You’ll be part of a team of six specialists and work across our organisation on a range of initiatives; from designing and delivering powerful data-driven customer insights, partnering deeply as part of our Operations department and enhancing our complaints strategy so that we can achieve great outcomes for our customers.

You’ll report into the Head of Complaints Strategy 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 and clearly explaining your results to people across the organisation of varied disciplines and levels will be key in the role.

What you’ll do

Manage and deliver complaints insight projects to successful conclusion and implementation through initiating and leading problem solving efforts in close partnership with internal stakeholders

Support the UK Customer Operations management team in the real-time identification of emerging customer dissatisfaction trends and specific performance improvement initiatives that can be quickly leveraged to ensure good outcomes, operational efficiencies and reductions in service costs

Manage and enhance our complaints strategy, as well as the associated risks and process control activities, while providing relevant and timely communication to all internal partners and stakeholders

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 what’s” of all deliverables

Collaborate with teams from across global lines of business and drive the delivery of key regulatory data and reports

What we’re looking for

A natural storyteller with an endless 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

Experience with both qualitative & quantitative analytical methods

Strong presentation-building, storytelling, and data visualisation skills

Detail orientation, with some experience of more broad strategy design and process management

A proven track record in delivering sustainable improvements, with a hands-on approach and outside-the-box mentality

Creative problem solving and cutting through complexity with simple solutions

Relevant experience in a regulated complaints environment

Experience with Google Workspace, e.g. Google Sheets, Google Slides

Where and how you'll 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.

We’re big on collaboration and connection, so you’ll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

Bring us all this - and you’ll 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,…