Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Head of Customer Insights
About this role
We're looking for a Head of Complaints Insight to lead our Complaints Insight & Strategy team on a permanent basis. We're passionate about using customer complaints as a driving force for change, helping Capital One to deeply understand our customers and translate these insights into opportunities that we can invest in.
You'll lead a team of five specialists and work across our organisation on a range of initiatives, delivering powerful data-driven customer insights for our business leaders to use to determine investment, partnering deeply with our Operations team and redefining our complaints strategy so that we can achieve great outcomes for our customers.
You'll report into the Head of Operations Strategy and will need to have a passion for people leadership and leveraging data to identify where and why things go wrong. Spotting patterns, creating compelling visual narratives and clearly explaining your results to people across the organisation of varied disciplines and levels will be key in the role.
What you'll do
Lead complaints insight projects end-to-end; identifying and refining ideal methodologies and providing oversight into the data collection process and analytic work plan to ensure quality deliverables, all with an eye to the details and the bigger picture. Define and manage project tasks and team activities; including timelines, as well as risk and process management, while providing relevant and timely communication to all internal partners and stakeholders. Manage and develop a team, coaching and mentoring associates with a goal of developing and retaining talent. Fully leverage all internal, industry, regulator and Financial Ombudsman Service (FOS) information to produce objective and actionable insights of customer complaint drivers and outcome trends. Be proactive in identifying and prioritising key business questions, building recommendations and evaluating appropriate solutions in partnership with a range of first and second line teams. Prepare and present insights and recommendations, through both written reports and presentations, in a concise and compelling way to internal stakeholders. Ensure all outputs are actionable, grounded in customer understanding, and guided by the broader context of our organisation to inspire the team to uncover the "so what's" of all deliverables. Collaborate with teams from across global lines of business and own the delivery of key regulatory data and reports. Champion a learning culture across the business to drive changes to business strategies as a result of complaints insights. Regularly present insights and recommendations to senior leadership to influence decision making and prioritisation.
What we're looking for Experience in a regulated complaints environment (desirable). Experience in leading and developing a team (essential). Experience with both qualitative & quantitative analytical methods (essential). Strong presentation-building, storytelling, and data visualisation skills (essential). A natural storyteller with a strong curiosity for how we can enhance customer outcomes (essential). Excellent interpersonal skills with a positive and cooperative attitude that fosters collaboration and teamwork across all lines of business (essential). Creative problem solving and cutting through complexity with simple solutions (essential). Detail orientation, without sacrificing a broad strategic perspective (essential). Experience with GoogleSuite, e.g. Google sheets, Google Slides (desirable). Ability to manage quant data files, run analysis on quant data, query SQL, etc. (desirable).
Where and how you'll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model which gives you flexibility to work from our offices and from home.
We're big on collaboration and connection, so you'll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
What's in it for you Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation. We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers). Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave. Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment. #J-18808-Ljbffr
Head of Customer Insights
About this role
We're looking for a Head of Complaints Insight to lead our Complaints Insight & Strategy team on a permanent basis. We're passionate about using customer complaints as a driving force for change, helping Capital One to deeply understand our customers and translate these insights into opportunities that we can invest in.
You'll lead a team of five specialists and work across our organisation on a range of initiatives, delivering powerful data-driven customer insights for our business leaders to use to determine investment, partnering deeply with our Operations team and redefining our complaints strategy so that we can achieve great outcomes for our customers.
You'll report into the Head of Operations Strategy and will need to have a passion for people leadership and leveraging data to identify where and why things go wrong. Spotting patterns, creating compelling visual narratives and clearly explaining your results to people across the organisation of varied disciplines and levels will be key in the role.
What you'll do
Lead complaints insight projects end-to-end; identifying and refining ideal methodologies and providing oversight into the data collection process and analytic work plan to ensure quality deliverables, all with an eye to the details and the bigger picture. Define and manage project tasks and team activities; including timelines, as well as risk and process management, while providing relevant and timely communication to all internal partners and stakeholders. Manage and develop a team, coaching and mentoring associates with a goal of developing and retaining talent. Fully leverage all internal, industry, regulator and Financial Ombudsman Service (FOS) information to produce objective and actionable insights of customer complaint drivers and outcome trends. Be proactive in identifying and prioritising key business questions, building recommendations and evaluating appropriate solutions in partnership with a range of first and second line teams. Prepare and present insights and recommendations, through both written reports and presentations, in a concise and compelling way to internal stakeholders. Ensure all outputs are actionable, grounded in customer understanding, and guided by the broader context of our organisation to inspire the team to uncover the "so what's" of all deliverables. Collaborate with teams from across global lines of business and own the delivery of key regulatory data and reports. Champion a learning culture across the business to drive changes to business strategies as a result of complaints insights. Regularly present insights and recommendations to senior leadership to influence decision making and prioritisation.
What we're looking for Experience in a regulated complaints environment (desirable). Experience in leading and developing a team (essential). Experience with both qualitative & quantitative analytical methods (essential). Strong presentation-building, storytelling, and data visualisation skills (essential). A natural storyteller with a strong curiosity for how we can enhance customer outcomes (essential). Excellent interpersonal skills with a positive and cooperative attitude that fosters collaboration and teamwork across all lines of business (essential). Creative problem solving and cutting through complexity with simple solutions (essential). Detail orientation, without sacrificing a broad strategic perspective (essential). Experience with GoogleSuite, e.g. Google sheets, Google Slides (desirable). Ability to manage quant data files, run analysis on quant data, query SQL, etc. (desirable).
Where and how you'll work
This is a permanent position based in our Nottingham office.
We have a hybrid working model which gives you flexibility to work from our offices and from home.
We're big on collaboration and connection, so you'll be based in our Nottingham office 3 days a week on Tuesdays, Wednesdays and Thursdays.
What's in it for you Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation. We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers). Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave. Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms.
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment. #J-18808-Ljbffr
