We're looking for a Complaints Insight Specialist to join our Complaints Process & Insight team on a permanent basis, passionate about using customer complaints as a driving force for change
Job Summary
We're looking for a Complaints Insight Specialist to join our Complaints Process & Insight team on a permanent basis, passionate about using customer complaints as a driving force for change.
You'll manage and deliver complaints insight projects, support the UK Customer Operations management team in identifying emerging customer dissatisfaction trends, and manage and enhance our complaints strategy.
We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes and immediate access to core benefits.
Matching Summary
We're looking for a Complaints Insight Specialist to join our Complaints Process & Insight team on a permanent basis, passionate about using customer complaints as a driving force for change.
Skills & Requirements
Must-have
data-driven customer insights
customer complaint drivers
qualitative & quantitative analytical methods
presentation-building, storytelling, and data visualisation
Google Workspace, e.g. Google Sheets, Google Slides
Nice-to-have
natural storyteller
endless curiosity for customer outcomes
positive and cooperative attitude
outside-the-box mentality
creative problem solving
Key Requirements
Experience in a regulated complaints environment
Detail orientation
Experience with broader strategy design and process management
Proven track record in delivering sustainable improvements