Full job description

Complaints Insight AnalystUp 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.
The roleThis 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.
What you’ll be doing*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
Where you fitYou’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.
What they’re looking forMust-haves*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
Very strong preference*Experience in complaints, customer operations, or service environments
*Experience in financial services or regulated industries
*Strong understanding of root cause analysis and process improvement
Nice to have*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.
What they’re looking for in a candidate*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
Why this role*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
Interview process*Online assessment (situational judgement)
*Behavioural / job-fit interview
*Final in-person case study (focused on operational data and insight)
Working style*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.