Senior Complaints Insight Specialist

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireSenior Complaints Insight SpecialistAbout the role We are looking for a Senior Complaints Insight Specialist to join our Complaints Process and Insight team on a permanent basis. In this role, you will help us use customer complaints as a driving force for change, translating deep insights into strategic opportunities for investment. As part of a specialist team of six, you will collaborate across the organisation, particularly within our Operations department to deliver data-driven customer insights and enhance our complaints strategy. Reporting directly to the Head of Complaints Strategy, you will leverage data to spot patterns, identify why things go wrong, and create compelling visual narratives for stakeholders at all levels . While you will possess strong analytical capabilities to partner with our centralised Data Analysts, this is a highly collaborative role focused on turning data into impactful business actions. What you''ll doLead Insight Projects: Initiate and manage complaints insight initiatives from problem-solving through to successful implementation alongside internal stakeholders. Trend Identification: Partner with the UK Customer Operations management team to identify real-time dissatisfaction trends and drive initiatives that improve customer outcomes and operational efficiency. Strategy and Risk Management: Manage and enhance the complaints strategy, including associated ..... full job details .....