FOS Insights Analyst

📋 Description

• Monitor key risk indicators, including FOS referral and overturn rates, spotting emerging trends.
• Carry out root cause analysis and deep dives into FOS referrals and outcomes.
• Turn complex data into clear, actionable insights and recommendations.
• Share findings with senior leaders and governance committees.
• Track agreed actions across teams, highlighting progress and challenges.
• Assess the impact of completed actions.

🎯 Requirements

• Experience in root cause analysis and converting findings to improvements.
• Understanding of complaint handling in FCA-regulated environment, including DISP rules.
• Familiarity with Financial Ombudsman Service processes.
• Confident in data analysis, including using tools like Looker.
• Ability to translate complex information for different audiences.
• Stakeholder management, constructive challenging, influencing change.

🎁 Benefits

• Salary: £33,600 - £44,450 plus performance-related incentive awards.
• Flexible working hours.
• £1,000 annual learning budget.
• Home working setup provided (MacBook, support for remote workers).
• Plus additional benefits listed on Monzo careers page.