FOS Insights Analyst

Role overview Investigate complaints referred to an independent financial dispute-resolution service and analyze the outcomes to identify where customer experiences can improve. You will combine data analysis, root-cause investigation and stakeholder engagement to help address underlying issues and support fair customer outcomes.

Responsibilities - Monitor indicators such as referral and decision reversal rates to identify emerging patterns and risks. - Conduct deep dives into complaint cases and outcomes to understand their underlying causes. - Turn complex findings into practical recommendations for teams responsible for improvements. - Present insights to senior leaders and governance groups to inform decisions. - Track agreed actions across teams, raising progress, obstacles and areas needing attention. - Evaluate whether completed changes are working and collaborate with the dispute-resolution service on differing interpretations and solutions.

Requirements - Experience conducting root-cause analysis and translating findings into improvements. - Understanding of complaint handling in a UK financial regulatory setting, including FCA DISP rules. - Familiarity with the Financial Ombudsman Service and its referral and decision processes. - Confidence analyzing data and identifying trends, including with tools such as Looker. - Ability to explain complex information clearly and make useful recommendations. - Strong stakeholder skills, including constructive challenge and influencing change across teams.

Benefits and work setup - Location options: London, Cardiff or remote within the UK. - Listed salary range of £33,600–£44,450, with performance-linked incentive awards and additional benefits. - Flexible working hours and a £1,000 annual learning budget. - Home-working equipment is provided; fully remote employees receive additional setup support. - The described hiring process has four stages and is expected to take around two to three weeks, with scheduling flexibility.