Senior Insights and Outcomes Specialist

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

Senior Insights and Outcomes Specialist

Our Mission

We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list.  about what it’s like working at Capital One UK.

About the role

We are seeking a dynamic individual to join our growing Operational Insights and Customer Outcomes team. As our Insights and Outcomes Specialist, you will be at the forefront of insight generation, identifying, scoping and executing change opportunities by bringing together themes and trends from a wide variety of sources. You will be inquisitive by nature with a passion for understanding the root cause of business challenges and finding creative solutions through strong collaboration.

What you’ll do

Develop an insights framework to succinctly bring together a variety of data points including customer verbatim, internal oversight, colleague feedback and external benchmarking.

Drive continuous improvements in customer experience and operational efficiency through the identification of themes and trends from multiple sources.

Act as a key insights collaborator by developing strong, value-adding relationships with stakeholders across the organisation.

Lead thematic investigations into high-priority business opportunities and use data to shape robust recommendations.

Utilise effective storytelling to bring findings and recommendations to life, aided by compelling written and visual presentations.

Perform assessment validations as part of our Customer Journey testing programme, ensuring effective and efficient assurance is provided

The skills and experience you need

Data Analysis:
Proven experience in analysing a variety of data sources, feedback and verbatim to successfully establish themes and trends.

Storytelling & Influence:
Proficiency in storytelling, bringing opportunities and recommendations to life through forming a compelling, evidence-based case for change.

Regulatory Awareness: A strong understanding of Consumer Duty regulation and its vital importance in ensuring high-quality customer outcomes.

Stakeholder Management:
Ability to build collaborative, value-adding relationships with customers and stakeholders across the business.

Investigation & Adaptability: A natural passion for investigation and the confidence to challenge effectively, whilst remaining focused and flexible in a dynamic environment.

Where and how you'll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday-Thursday), with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications.

In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

Wealth & Future:
Competitive pension and performance-based bonus schemes

Holidays:
Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.

Health:
Access premium care through our private medical insurance.

Family Support:
We champion your milestones with enhanced parental leave.

A full list of our benefits is available.

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 it’s about what you do, not just what you say. That’s why we make our…