Senior Insights and Outcomes Specialist

Nottingham Trent House (95002) United Kingdom Nottingham Nottinghamshire

Senior Insights and Outcomes Specialist

Our Mission

Were on a mission to be a force for good in lending. Throughout our almost 30-year history weve consistently been recognised as a great place to work; in 2026 Capital One was officially ranked 9th in the UKs Best Workplaces list. Hear from our team about what its like working at Capital One UK.

About the role

We are seeking a dynamic individual to join our growing Operational Insights and Customer Outcomes team. As our Insights and Outcomes Specialist you will be at the forefront of insight generation identifying scoping and executing change opportunities by bringing together themes and trends from a wide variety of sources. You will be inquisitive by nature with a passion for understanding the root cause of business challenges and finding creative solutions through strong collaboration.

What youll do

• Develop an insights framework to succinctly bring together a variety of data points including customer verbatim internal oversight colleague feedback and external benchmarking.

• Drive continuous improvements in customer experience and operational efficiency through the identification of themes and trends from multiple sources.

• Act as a key insights collaborator by developing strong value-adding relationships with stakeholders across the organisation.

• Lead thematic investigations into high-priority business opportunities and use data to shape robust recommendations.

• Utilise effective storytelling to bring findings and recommendations to life aided by compelling written and visual presentations.

• Perform assessment validations as part of our Customer Journey testing programme ensuring effective and efficient assurance is provided

The skills and experience you need

• Data Analysis: Proven experience in analysing a variety of data sources feedback and verbatim to successfully establish themes and trends.

• Storytelling & Influence: Proficiency in storytelling bringing opportunities and recommendations to life through forming a compelling evidence-based case for change.

• Regulatory Awareness: A strong understanding of Consumer Duty regulation and its vital importance in ensuring high-quality customer outcomes.

• Stakeholder Management: Ability to build collaborative value-adding relationships with customers and stakeholders across the business.

• Investigation & Adaptability: A natural passion for investigation and the confidence to challenge effectively whilst remaining focused and flexible in a dynamic environment.

Where and how youll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. Youll spend three days a week in the office (Tuesday-Thursday) with Monday and Friday being dedicated work-from-home days.

Our offices are designed to inspire and support you. At our Nottingham head office youll find an on-site gym restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

Whats in it for you

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career including access to up to 5000 in funding for external qualifications.

In addition to career development our comprehensive benefits package is designed to grow with you ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance-based bonus schemes

• Holidays: Start with 25 days of annual leave increasing with tenure. Need more You have the option to buy 5 additional days.

• Health: Access premium care through our private medical insurance.

• Family Support: We champion your milestones with enhanced parental leave.

A full list of our benefits is available here.

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible.

We value diversity inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive cultureone that values diverse perspectives fosters collaboration and encourages innovative ideasand a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging and it rests at the heart of our business.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves they offer a range of activities networking opportunities special events and learning programmes to associates.

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital Ones recruiting process please send an email to

Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1