Complaints Insights Lead

This is a rare opportunity to step into a senior insight role where your analysis directly shapes customer experience and operational decision making. You will sit at the intersection of data, operations, and strategy, using complaints insight to influence meaningful change across the business., You will join a small, specialist Complaints Process and Insight team, reporting into the Head of Complaints Strategy, with a clear focus on insight rather than pure analytics., * Analysing complaints data to identify trends, root causes, and emerging customer issues.

• Working closely with operational teams to provide timely, actionable insight.
• Using Excel as a core tool to explore data and produce clear analysis.
• Translating complex findings into compelling stories that resonate with non-technical stakeholders.
• Supporting the ongoing complaints strategy and driving process improvements.
• Partnering cross-functionally to help implement changes based on insight.
• Contributing to regulatory and external reporting, including industry and ombudsman trends.

• Strong experience working with complaints data within a regulated environment.
• Advanced Excel capability and confidence working with large datasets.
• Proven ability to turn data into clear, actionable insight.
• Strong communication and stakeholder management skills.
• Experience with root cause analysis and process improvement.
• Confidence presenting insight and influencing non-technical audiences.

They are a large, data-led financial services organisation operating in a regulated environment, with a strong emphasis on customer outcomes, digital transformation, and continuous improvement.