Complaints Assurance Analyst

Complaints Assurance Analyst

210718941

T09:49:03+00:00

Edinburgh

Business Analysis

Full time

Embark on a rewarding and challenging career as a Complaints Assurance Analyst with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

As a Complaints Assurance Analyst in Complaints Assurance, you strengthen our complaints control environment through disciplined assurance work, clear insight, and effective stakeholder engagement. You turn complaints and assurance data into decision-useful outputs for senior stakeholders and product teams, helping us improve customer outcomes and business performance. You help us embed evolving Financial Conduct Authority complaints policy requirements into day-to-day practices and assurance routines, while delivering high-quality work to agreed timelines.

Job responsibilities

Provide complaints-related data, analysis, and insight to stakeholders across the business

Ensure outputs are accurate, timely, and aligned to agreed definitions and governance

Develop senior-ready PowerPoint materials that communicate trends, drivers, emerging risks, and recommended actions

Identify emerging issues and translate insights into practical recommendations for stakeholders and product teams

Complete and evidence complaints controls, maintaining a strong audit trail

Support effective oversight by documenting assurance activity and control outcomes clearly

Collaborate across teams to translate insight into process improvements and more consistent complaints handling

Manage multiple workstreams and competing priorities without compromising quality

Deliver to tight deadlines in a delivery-focused environment

Support implementation of new and updated Financial Conduct Authority complaints policies into day-to-day practices and assurance routines

Required qualifications, capabilities, and skills

Strong analytical capability

Confident working with operational and assurance data to produce clear, actionable insight

Experience building structured, executive-ready narratives in PowerPoint

Highly competent in Excel for data preparation, analysis, and quality checks

Demonstrate strong control discipline, including attention to detail, evidence management, and an ability to work within defined governance and risk frameworks

Ability to collaborate effectively across functions, communicate clearly with both technical and non-technical stakeholders, and remain effective under time pressure

Preferred qualifications, capabilities, and skills

Experience in complaints operations, assurance, controls, risk, compliance, or conduct-related environments is beneficial, particularly where work is aligned to FCA expectations.

Familiarity with additional data and visualisation tools (for example, SQL, Power BI, Tableau, or similar) is a plus, as is experience with root cause analysis and process improvement methods.

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J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.