Insights Analyst

By Referrals Only

. Monitor key risk indicators, including FOS referral and overturn rates, to identify emerging trends and improvement opportunities .

Posted 11/11/2026full-timeRemote • United KingdomMid-LevelSenior💰 £33,600 - £44,450 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in root cause analysis and data interpretation to drive meaningful improvements in complaint handling within an FCA-regulated environment. Proficient in collaborating with stakeholders to influence positive change and enhance customer outcomes.

Highest-signal resume keywords

Root Cause AnalysisFCA-Regulated EnvironmentFinancial Ombudsman Service FamiliarityData Analysis Using LookerStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisData InterpretationTrend IdentificationActionable InsightsComplaint Handling

Soft Skills

Influencing ChangeConstructive ChallengingCommunication Skills

Tools & Technologies

Looker

Industry Keywords

Dispute Resolution (DISP) RulesKey Risk IndicatorsFOS Referral RatesGovernance CommitteesCustomer Outcomes

About the role

Key responsibilities & impact

Monitor key risk indicators, including FOS referral and overturn rates, to identify emerging trends and improvement opportunities
Conduct root cause analysis and deep dives into FOS referrals and outcomes
Turn complex data into actionable insights and recommendations
Share findings with senior leaders and governance committees to support decisions and improve customer outcomes
Track agreed actions across teams and highlight progress, challenges and improvement opportunities
Assess the impact of completed actions and identify further changes needed
Work with the Financial Ombudsman Service to share insights, discuss interpretation differences and identify practical solutions

Requirements

What you’ll need

Experience carrying out root cause analysis and turning findings into meaningful improvements
Understanding of complaint handling in an FCA-regulated environment, including the Dispute Resolution (DISP) rules
Familiarity with the Financial Ombudsman Service, how complaints are referred and how decisions are made
Confidence analysing and interpreting data, including using tools like Looker to identify trends and patterns
Ability to turn complex information into clear, practical recommendations for different audiences
Comfort working with stakeholders across different teams, constructively challenging decisions and influencing positive change

Benefits

Comp & perks

Incentive Awards tied to your performance
Flexible working hours
£1,000 learning budget each year for books, training courses and conferences
MacBook provided to all employees
Extra support for fully remote workers’ work-from-home setup
Additional benefits listed by the employer