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Senior Research and Insight Analyst
Join a team where Purpose drives everything we do, Ambition fuels our growth, Trust builds our foundation, and Respect shapes our culture.
We're not just hiring we're inviting you to build the future with us. If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.
Contract: 12 month FTC
Working hours: 35 hours per week is full time. Where possible, we are open to considering part time/flexible working patterns such as a 4 day week. Please let us know in your application your desired working pattern.
Salary: £53,000 - £65,000 depending on experience and location.
Location: London
Reporting to: Head of Business Analysis and Insight
By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. As well as extensive opportunities for personal and career development.
About Us:
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services. Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.
We are building a stronger, crosscutting Analysis and Insight function, and looking to recruit a senior research and insight analyst with a proven track record of planning, leading and delivering quantitative and qualitative analytical projects with demonstrable business impact. You will be asked to lead on a number of key analytical work areas as part of a central analytical unit with the primary aim of using your research and insight skills – e.g., social research or behavioural insights – to support the organisation in making the best decisions from the best evidence.
This is a key role within our Analysis and Insight function, which will help us to drive evidence-based decisions across the Financial Ombudsman Service and build our capacity and capability across a range of analytical tools and approaches. In recruiting to this role, we welcome applications from everyone who meets the criteria of this role profile, regardless of gender, age, ethnicity, sexual orientation, faith or disability.
What You’ll Do:
Driving evidence-based decisions through analysis, research and insight, both reactive from the needs of the Service and proactive from your own initiative and strong business knowledge.
Undertaking research activities, designing and analysing surveys, facilitating focus groups and performing user testing, are essential tasks to gather meaningful insights and crucial data for service improvement.
Maintaining excellent business knowledge, alongside an understanding of a range of social research, behavioural insight and systems thinking approaches.
Acting as a centre of social research and insight expertise for the Service. This will involve engaging with internal stakeholders and, where required, external organisations to build the Service’s capability in, and exploitation of, these techniques.
Finding new ways to use data to deliver insight and to continually improve our models.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:
Minimum Criteria
A demonstrated track record of impact through delivering quantitative and qualitative research projects end to end, ideally in a large organisation that prides itself on customer service.
Experience of leading and delivering a portfolio of analytical work. Ideally, you can showcase examples of the work you have led on.
The ability to work with ambiguity, focusing on the big picture and eliciting the key issue from stakeholders or situations, so your – and others’ analytical expertise drives evidence-based improvements.
Strong communication skills, both verbal and written – you can explain your ideas in a way decision makers understand and can act on.
Attention to detail coupled with a strong quality assurance focus, to ensure accurate solution delivery that meets the stated requirements.
It would also be nice for you to have
Knowledge and practical experience of a number of quantitative and qualitative analytical techniques – e.g., social research or behavioural insight – with demonstrable evidence of using some of these to add business value.
Strong teamwork skills, with the ability to build collaborative working relationships with key stakeholders.
The ability to deliver in a timely way to support decision makers – you know how to prioritise a number of project areas and can deliver on time.
Desirable experience of user experience research and or product/service testing.
Desirable experience of text analytics.
Why You'll Love Working with Us:
We are a value led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
Flexibility: remote, hybrid, or in-office
Wellbeing: Health plan, gym memberships, mental health support
Growth: We invest in your future with courses, mentorship, promotions
Culture: Diverse. Inclusive. Collaborative. Fun.
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only
Let’s Make This Easy.
Apply in a few minutes:
Please upload a copy of your CV
Applications need to be submitted by Midnight on the 16th August 2026
Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!
A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.
The Financial Ombudsman is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all team We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more
https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion
Don’t miss out be part of the journey and take advantage of this opportunity.
Join our community –This is a great opportunity to learn about the Financial Ombudsman and the work that we do. Be a part of our IT & Digital community join here
Authenticity of applications
We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration.
Good luck with your application.
Skills Required
- Proven track record of delivering end-to-end quantitative and qualitative research projects with demonstrable business impact.
- Experience of leading and delivering a portfolio of analytical work.
- Ability to work with ambiguity and focus on the big picture to drive evidence-based improvements.
- Strong verbal and written communication skills to explain insights to decision makers.
- Attention to detail with a strong quality assurance focus to ensure accurate solution delivery.
- Knowledge and practical experience of a range of quantitative and qualitative analytical techniques (social research or behavioural insight).
- Strong teamwork skills and ability to build collaborative relationships with stakeholders.
- Ability to prioritise multiple projects and deliver in a timely way to support decision makers.
- Experience of user experience research and/or product/service testing.
- Experience of text analytics.
What We Do
We’ve been sorting out complaints between financial businesses and their customers since we were set up by Parliament in 2001. Our service is free for consumers, and every year well over 1 million people contact us with queries and complaints about all kinds of financial products and services, for example: o bank accounts, payments and cards o payment protection insurance (PPI) o home, car, travel and other types of insurance o loans and other credit, like car finance o debt collection and repayment problems o mortgages o financial advice, investments and pensions If a financial business and a consumer can’t resolve a complaint themselves, we’ll investigate and give an unbiased answer about what has happened. If we decide someone has been treated unfairly, we’ll use our legal powers to put things right. When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have. Our work is often challenging, but it makes a real difference to people’s lives. Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day. Find out more about what we do, what it's like to work here and the roles we offer on our career pages, or by visiting our website
