Complaints Insight Lead

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

Complaints Insight Lead

About this role

We’re looking for a Complaints Insight Lead to join our Complaints Insight & Strategy 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 five specialists and work across our organisation on a range of initiatives; from designing and delivering powerful data-driven customer insights to partnering deeply with our strategy, product and engineering teams so that we can achieve great outcomes for our customers.

You’ll report into the Head of Complaints Insight 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, driving solutions forward 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

• 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

What we’re looking for

• 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)

• 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)

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 or London office 3 days a week on Tuesdays, Wednesdays and Thursdays.

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, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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 recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

• Enabled - focused on supporting associates with disabilities and neurodiversity

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.