Insights Analyst

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee critical risk indicators, such as FOS referral and overturn rates, to pinpoint emerging trends and opportunities for enhancement.

• Perform root cause analysis and thorough investigations into FOS referrals and their outcomes.

• Convert intricate data into actionable insights and strategic recommendations.

• Present findings to senior leadership and governance committees to facilitate informed decisions and enhance customer outcomes.

• Monitor agreed-upon actions across teams, highlighting progress, challenges, and opportunities for improvement.

• Evaluate the effects of completed actions and pinpoint additional changes required.

• Collaborate with the Financial Ombudsman Service to share insights, address interpretation discrepancies, and find practical solutions.

⛳️ Requirements

• Proven experience in conducting root cause analysis and translating findings into significant improvements.

• Knowledge of complaint handling within an FCA-regulated context, including the Dispute Resolution (DISP) rules.

• Understanding of the Financial Ombudsman Service, including the referral process for complaints and decision-making procedures.

• Proficiency in data analysis and interpretation, including using tools like Looker to detect trends and patterns.

• Capability to distill complex information into clear and actionable recommendations for diverse audiences.

• Ability to collaborate effectively with stakeholders across various teams, constructively challenging decisions and promoting positive change.

🏝️ Benefits

• Performance-based Incentive Awards.

• Flexible working hours.

• Annual £1,000 learning budget for books, training courses, and conferences.

• Provision of a MacBook to all employees.

• Enhanced support for fully remote employees’ work-from-home arrangements.

• Additional benefits as outlined by the employer.