Complaints Insight Analyst

Up to £45,000 Nottingham - Hybrid (3 days onsite: Tues-Thurs)

I'm hiring a Complaints Insight Specialist to join a leading financial services organisation, working at the heart of how the business understands and improves customer outcomes.

This role sits within a Complaints Process & Insight team, using customer complaints as a powerful tool to identify issues, uncover trends, and drive meaningful improvements across the organisation.

This is a customer insight role in an operational environment, focused on:

• Analysing complaints data
• Identifying root causes of customer issues
• Recommending improvements to reduce future complaints

You won't be pulling or engineering the data - instead, you'll be taking available data and turning it into clear, actionable insight for stakeholders.

• Analyse complaints data to identify trends, patterns, and root causes of issues
• Produce clear insights and recommendations to improve customer outcomes
• Support operational teams in identifying opportunities to reduce complaints and improve processes
• Work closely with stakeholders across operations and strategy to deliver insight projects
• Present findings through reports, presentations, and storytelling
• Contribute to improving complaints strategy and overall customer experience

You'll be part of a team of specialists focused on:

• Complaints analysis
• Operational improvement
• Customer insight strategy

Some team members are more process-focused - this role sits firmly on the insights side, helping turn data into tangible business change.

• Experience working in an operational or customer-focused environment
• Strong analytical mindset - able to interpret data and identify trends
• Experience delivering insight and recommendations, not just reporting
• Excellent communication and storytelling skills
• Ability to work with stakeholders and translate insight into action

• Experience in complaints, customer operations, or service environments
• Experience in financial services or regulated industries
• Strong understanding of root cause analysis and process improvement

• Experience working with operational datasets (even in Excel)
• Basic exposure to SQL (but not heavily technical roles)

This role is not suited to heavily technical analysts - it's about insight, not engineering.

• 3-5 years' experience (4-5 ideal)
• Someone who's "sparky" and curious - able to challenge and go deeper
• Comfortable working with real business problems and ambiguity
• Strong examples of taking data insight recommendation impact

• Work in a data-driven organisation where customer insight drives change
• High visibility across operations and strategy teams
• Opportunity to influence real customer outcomes and business processes
• Strong learning and progression opportunities

• Online assessment (situational judgement)
• Behavioural / job-fit interview
• Final in-person case study (focused on operational data and insight)

• 3 days per week in Nottingham office (Tues-Thurs)
• Collaborative, team-focused environment

If you're currently working in operations, customer insight, complaints, or business analysis, and enjoy turning data into meaningful improvements, this is a great opportunity.