FOS Insights Analyst

?Our Complaints team

Our mission is to make money work for everyone. And while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being transparent, we’re making banking better ??

Our Complaints team works alongside Customer Operations to make sure customers receive the best possible service, even when things go wrong. We put empathy at the heart of how we handle complaints and use what we learn to make things better.

The Financial Ombudsman Service (FOS) plays an important role in helping us improve. As a FOS Insight Analyst, you’ll uncover the root causes behind complaints and Ombudsman decisions, turn data into meaningful insights and help teams make changes that improve customer outcomes and prevent future harm.

??You’ll play a key role by…

• Monitoring key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
• Carrying out root cause analysis and deep dives into FOS referrals and outcomes to understand what’s driving complaints and decisions.
• Turning complex data into clear, actionable insights and recommendations that help teams address underlying issues.
• Sharing findings with senior leaders and governance committees to support informed decisions and improve customer outcomes.
• Tracking agreed actions across teams, highlighting progress, challenges and opportunities to make improvements.
• Assessing the impact of completed actions to understand what’s working and where further changes are needed.
• Working with the FOS to share insights, discuss differences in interpretation and identify practical solutions.

• You have experience carrying out root cause analysis and turning findings into meaningful improvements.
• You understand complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules.
• You’re familiar with the Financial Ombudsman Service, how complaints are referred and how decisions are made.
• You’re confident analysing and interpreting data, including using tools like Looker to identify trends and patterns.
• You can turn complex information into clear, practical recommendations that different audiences can understand.
• You’re comfortable working with stakeholders across different teams, constructively challenging decisions and influencing positive change.

• ??£33,600 - £44,450+ Incentive Awards tied to your performance ? benefits.
• ?We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• ??£1,000 learning budget each year to use on books, training courses and conferences.
• ??We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup.
• ? Plus lots more! Read our full list of benefits.