At a Glance
- Tasks: Transform complaints data into actionable insights that drive real change.
- Company: Join a leading financial services firm focused on innovation and customer experience.
- Benefits: Competitive salary, bonus, hybrid work, and clear career progression.
- Other info: Collaborative environment with opportunities for continuous learning and growth.
- Why this job: Make a tangible impact on customer satisfaction and business decisions.
- Qualifications: Experience with complaints data, strong Excel skills, and excellent communication.
The predicted salary is between 40000 - 45000 £ per year.
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
This is a strong opportunity to join a customer-focused insight team where your analysis will directly influence business decisions and improve customer outcomes. Sitting at the intersection of data, operations and strategy, the role offers real exposure to senior stakeholders and the chance to shape how customer complaints insight is used across the organisation.
The Company
They are a large, data-led financial services organisation with a strong emphasis on innovation, customer experience and digital transformation. Data and insight sit at the heart of decision-making, with significant investment in developing people through structured training and clear progression paths. The environment is collaborative, regulated and fast-moving, with a genuine focus on doing the right thing for customers.
The Role
As a Customer Insight Analyst within the Complaints Process and Insight team, you will focus on turning complaints data into meaningful, actionable insight.
- Analyse complaints data to identify trends, themes and root causes of customer dissatisfaction
- Work closely with operational teams to respond to customer issues in near real time
- Use Excel as the primary tool to deliver clear, robust analysis
- Translate complex data into compelling narratives for non-technical stakeholders
- Support the ongoing complaints strategy and continuous process improvement
- Partner with teams across the business to implement insight-led changes
- Contribute to regulatory and external reporting, including industry and ombudsman trends
This is not a pure data analyst role. Success comes from combining analytical thinking with strong communication, influencing and business partnering skills.
Your Skills and Experience
- Experience working with complaints data or within a regulated environment
- Strong Excel capability and confidence analysing complex datasets
- Proven ability to turn data into insight and clear recommendations
- Strong stakeholder management and communication skills
- Experience with root cause analysis and process improvement
- Ability to tell a clear story with data and influence non-technical audiences
- Desirable experience includes basic SQL, exposure to Google Workspace tools, or broader involvement in strategy or process design.
What They Offer
- Competitive salary and benefits package
- Clear development pathways within an established insight function
- Exposure to senior stakeholders and business-critical decision-making
- A collaborative, inclusive team culture with a strong focus on learning
How to Apply
If you are interested in using customer insight to drive real change in a regulated environment, please apply to learn more about this opportunity.
Complaints Insights Specialist employer: Harnham - Data & Analytics Recruitment
Join a large, data-led financial services organisation in Nottingham, where your role as a Complaints Insights Specialist will not only influence key business decisions but also enhance customer experiences. With a strong emphasis on innovation and digital transformation, the company fosters a collaborative and inclusive culture, offering structured training and clear progression paths to support your professional growth. Enjoy the benefits of a competitive salary, exposure to senior stakeholders, and the opportunity to make a meaningful impact in a fast-paced, regulated environment.
Contact Details:
Harnham - Data & Analytics Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Insights Specialist
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. This way, you can get the inside scoop on the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising your storytelling skills. Think about how you can turn your experiences with complaints data into compelling narratives that showcase your analytical prowess and communication skills.
✨Tip Number 3
Showcase your Excel skills during the interview! Be ready to discuss specific examples of how you've used Excel to analyse data and drive insights. Maybe even bring a portfolio of your work to impress the interviewers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Complaints Insights Specialist
Some tips for your application 🫡
Read the Job Description Carefully:Before you start your application, make sure to read the job description thoroughly. It’s packed with info about what we’re looking for, and understanding it will help you tailor your application to show how you fit the bill.
Show Off Your Data Skills:Since this role is all about turning complaints data into actionable insights, don’t hold back on showcasing your Excel skills! Give examples of how you've used data analysis in past roles to influence decisions or improve processes.
Communicate Clearly:We want to see how you can translate complex data into compelling narratives. Use your application to demonstrate your communication skills—make it easy for us to understand your insights and recommendations!
Apply Through Our Website:When you're ready to submit your application, make sure to do it through our website. This helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Harnham - Data & Analytics Recruitment
✨Know Your Data
Make sure you brush up on your complaints data analysis skills. Familiarise yourself with common trends and root causes of customer dissatisfaction. Being able to discuss specific examples from your past experience will show that you can turn data into actionable insights.
✨Excel is Your Best Friend
Since Excel is a key tool for this role, practice your skills ahead of time. Be ready to demonstrate your ability to analyse complex datasets and present your findings clearly. Consider preparing a mini case study or example analysis to showcase during the interview.
✨Communicate Like a Pro
This role requires strong communication skills, especially when translating complex data for non-technical stakeholders. Practice explaining your past analyses in simple terms. Think about how you can tell a compelling story with data that resonates with different audiences.
✨Show Your Stakeholder Savvy
Prepare to discuss your experience in managing stakeholders and influencing decisions. Think of examples where you've successfully partnered with teams to implement insight-led changes. Highlighting your collaborative approach will demonstrate that you're a great fit for their team culture.
