Senior Complaints Insight Specialist

Discover Financial
Nottingham
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Data storytelling","Collaboration","Interpersonal skills","Strategy & process improvement","Creative problem solving"]

Use customer complaints to uncover root causes and drive improvements by translating complex analytics into compelling visual narratives and stakeholder-ready reports. Partner with UK Customer Operations and central Data Analysts to identify dissatisfaction trends, manage complaints strategy, and deliver regulatory reporting leveraging internal, industry, and Financial Ombudsman Service (FOS) data. Lead insight initiatives end-to-end, from problem solving to implementation, within a specialist team and a hybrid working model.

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FursaFursa
Discover Financial
Discover Financial
1 month ago

Senior Complaints Insight Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Use customer complaints to uncover root causes and drive improvements by translating complex analytics into compelling visual narratives and stakeholder-ready reports. Partner with UK Customer Operations and central Data Analysts to identify dissatisfaction trends, manage complaints strategy, and deliver regulatory reporting leveraging internal, industry, and Financial Ombudsman Service (FOS) data. Lead insight initiatives end-to-end, from problem solving to implementation, within a specialist team and a hybrid working model.
Location: Nottingham
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Lead end-to-end complaints insight initiatives, from problem-solving through implementation with internal stakeholders.
  • •Partner with UK Customer Operations to identify real-time dissatisfaction trends and drive initiatives improving customer outcomes and efficiency.
  • •Manage and enhance the complaints strategy, including risks and process controls, while communicating clearly with internal partners.
  • •Prepare and deliver concise written reports and presentations translating complex data into actionable recommendations.
  • •Leverage internal, industry, and Financial Ombudsman Service (FOS) data to uncover root causes and support key regulatory reporting globally.

Pay and Benefits

Perks:PensionAnnual BonusAnnual LeavePrivate MedicalParental LeaveLearning Budget

Key Requirements

  • •Exceptional ability to build engaging presentations and use data visualisation to turn complex data into clear narratives.
  • •Strong experience applying qualitative and quantitative methods to evaluate large datasets and identify root causes.
  • •Proven record fostering collaboration across diverse disciplines and organisational levels.
  • •Hands-on experience with strategy design, process management, and delivering sustainable operational improvements.
  • •Detail-oriented, creative problem solving to deliver straightforward, actionable solutions.
Experience:RegulatedComplaints handling
Skills:Data storytellingCollaborationInterpersonal skillsStrategy & process improvementCreative problem solving
Tech Stack:Google WorkspaceGoogle SheetsGoogle Slides

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn