Senior Insights and Outcomes Specialist

Nottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireSenior Insights and Outcomes Specialist

Our Mission

We’re on a mission to be a force for good in lending. Throughout our almost 30-year history, we’ve consistently been recognised as a great place to work; in 2026, Capital One was officially ranked 9th in the UK’s Best Workplaces™ list. Hear from our team about what it’s 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 Senior Customer Outcomes Specialist, you will be at the forefront of driving high quality customer outcomes and experiences. By bringing together themes and trends from different sources, you will identify, scope and deliver change opportunities. 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 you’ll do

• Drive continuous improvements in customer experience and operational processes, identifying trends to highlight opportunities and form recommendations.

• 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 generate compelling insight and shape robust actions.

• 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

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

• Storytelling & Influence: Proficiency in bringing opportunities and recommendations to life through forming compelling, evidence-based cases 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 you'll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. You'll 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, you'll find an on-site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

What’s 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 £5,000 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 it’s about what you do, not just what you say. That’s 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 culture—one that values diverse perspectives, fosters collaboration and encourages innovative ideas—and 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 ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.