FOS Insights Analyst
Core
Analyze Financial Ombudsman Service (FOS) data to uncover root causes of complaints and decisions, driving improvements in customer outcomes and preventing future harm.
Role type
Senior IC data analyst (complaints & regulatory insights)
Builds
Actionable insights and recommendations for the Complaints team and senior leadership to improve service and reduce FOS referrals.
Domain
Financial services / Regulatory compliance (FCA, FOS)
Deliverable
dashboards & analysis
Required skills
Root cause analysis, FOS referral/outcome analysis, FCA DISP rules knowledge, Data analysis (Looker), Stakeholder influence, Action tracking
Preferred skills
Experience in FCA-regulated environments, Understanding of complaint handling workflows, Data storytelling
Technologies
Looker
Responsibilities
Monitor key risk indicators (FOS referral and overturn rates) to spot trends. Carry out root cause analysis on FOS referrals and outcomes. Turn complex data into clear, actionable insights. Share findings with senior leaders and governance committees. Track agreed actions across teams and assess their impact. Work with the FOS to share insights and identify solutions.