Complaints Insight Analyst

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.

The role 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.

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 fit 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.

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.

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