Head of Customer Insights

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 or London 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. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

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.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

• Enabled - focused on supporting associates with disabilities and neurodiversity

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.