Full-Time

Complaints Insight Lead

Confirmed live in the last 24 hours

Capital One

Capital One

10,001+ employees

Offers diverse financial products and services

Fintech
Financial Services

Mid, Senior

Company Historically Provides H1B Sponsorship

Nottingham, UK

Hybrid working model requires being in the Nottingham office 3 days a week.

Category
Project Management
Strategy Development
Strategy Research
Business & Strategy
Required Skills
SQL
Requirements
  • Experience with both qualitative & quantitative analytical methods (essential)
  • Ability to manage quant data files, run analysis on quant data, query SQL, etc, (essential)
  • Strong presentation-building, storytelling, and data visualisation skills (essential)
  • A natural storyteller with a strong curiosity for how we can enhance customer outcomes (essential)
  • Excellent interpersonal skills with a positive and cooperative attitude that fosters collaboration and teamwork across all lines of business (essential)
  • Detail orientation, with some experience of more broad strategy design and management (essential)
  • A proven track record in delivering sustainable improvements, with a hands-on approach and outside-the-box mentality (essential)
  • Creative problem solving and cutting through complexity with simple solutions (essential)
Responsibilities
  • 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 step-change 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 what’s” of all deliverables
Desired Qualifications
  • Experience in using statistical analysis software, e.g. SAS, Python or R (desirable)
  • Relevant experience in a regulated complaints environment (desirable)
  • Experience with GoogleSuite, e.g. Google sheets, Google Slides (desirable)

Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system while providing comprehensive support and resources to help customers make informed financial decisions.

Company Stage

IPO

Total Funding

$15.9M

Headquarters

McLean, Virginia

Founded

2014

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased focus on cybersecurity investments enhances Capital One's data protection capabilities.
  • Partnership with Worldpay improves payment security and customer trust.
  • User-friendly mobile banking app attracts tech-savvy customers.

What critics are saying

  • CFPB lawsuit could lead to financial penalties and reputational damage.
  • Worldpay partnership may expose Capital One to data sharing vulnerabilities.
  • Departure of key risk management leader may affect risk strategies.

What makes Capital One unique

  • Capital One leverages data and technology to revolutionize the banking industry.
  • The company offers user-friendly banking solutions with no fees or minimums for checking accounts.
  • Capital One emphasizes financial inclusion and literacy through partnerships and educational tools.

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Benefits

Medical, Dental, & Vision coverage

Onsite Health Centers

Prescription saving with network of local pharmacies

Stock Purchase Plan

Education Assistance

401(k)

Flexible Spending Accounts

Life and Disability insurance

Generous paid time off + corporate & floating holidays

Registered dieticians on site, cooking classes and free virtual fitness classes

Employee Assistance Program