Complaints Data Analyst

The Role

As the Complaints Data Analyst, you will work with the Complaints Management Team in order to source and analyse data and produce outputs in the form of reporting and analysis. This will help to deliver detailed root cause analysis and drive continous improvements in products and practices which impact our customers and front line services.

Responsibilities:

• Support the Complaints Team by generating data analysis and improving reporting capabilities  
• Utilise Power BI and other tools to drive analysis and create reports that help support business decisions 
• Work with stakeholders across the business to understand and resolve data source and quality challenges.
• Work with the Complaints Manager and the Conduct Team to carry out market standard customer outcome testing and assurance activities as required by the relevant regulator  
• Work with the Compliance & Conduct Teams to ensure that all potential conduct risks arising from complaints are identified and escalated to the right stakeholders.
• Collaborate with relevant business functions e.g.  Claims, Conduct, and Delegated Underwriting to enable data driven decision making.
• Provide support by assisting with data and trend analysis to identify potential areas of conduct risk and exceptions and help drive potential improvements to existing processes.
• Assist with all relevant conduct & regulatory reporting 
• Play an active and ongoing role in the delivery of specific projects around customer complaints experience and outcomes, including Consumer Duty and Customer Vulnerability 

Skills and Experience:

• Strong time management and prioritisation skills
• Excellent problem-solving skills
• Analytical mindset 
• Good communication skills
• A cross-functional team player. Candidate will be working with stakeholders across multiple business functions, and therefore will need to have good stakeholder management skills
• Experience using Power BI & Excel 
• Data analysis