Complaints Insight Analyst

What does the role involve?

You'll be using data to identify ways we can improve the journey for our customers. You will analyse complaints and claims using root cause analysis tools and support the Customer Care Insight Manager. You will both work together to present your findings with a specific focus on identifying what is driving complaints and claims. This is a hybrid role where you will be expected on site from one to two days a week and a fixed term contract of 13 months.

Some of your key duties will include:

• Incorporating data internally and externally to complete root cause analysis of both customer's complaints, claims and Financial Ombudsman Services decisions
• Measuring 'Consumer Duty', ensuring all customer experiences are effective and our complaints and claim responses drive fair outcomes
• Sharing insight and trend analysis with relevant business areas 
• Following up on actions to address any underlying issues
• Sharing key learnings via appropriate forums