Capital One

Complaints Insight Lead

Nottingham, England, United Kingdom

Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, BankingIndustries

Requirements

Candidates should possess experience with both qualitative and quantitative analytical methods, including the ability to manage and analyze quantitative data files and query SQL. Strong presentation-building, storytelling, and data visualization skills are essential, along with a natural curiosity for enhancing customer outcomes and excellent interpersonal skills.

Responsibilities

The Complaints Insight Lead will support strategy, product, and engineering teams in identifying strategic leverage and value to eliminate root causes of customer dissatisfaction, manage and deliver complaints insight projects to successful completion, spearhead analytical transformation to deliver deep customer understanding at scale, engage and influence senior stakeholders to inspire change, prepare and present insights and recommendations through reports and presentations, and ensure all outputs are actionable and grounded in customer understanding.

Skills

Qualitative analysis
Quantitative analysis
Data management
SQL
Presentation building
Data visualization
Storytelling
Project management
Problem-solving

Capital One

Offers diverse financial products and services

About Capital One

Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.

McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees

Benefits

Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program

Risks

Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.

Differentiation

Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.

Upsides

Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.

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