As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:

This role is responsible for delivering insightful analysis to identify root causes of service and customer experience issues, ensuring strong customer outcomes in line with FCA consumer duty and client requirements. By leveraging operational data, quality metrics, and customer insight, the role drives continuous improvement through clear, actionable recommendations.

About the team:

Working closely with the Operational lead and Clients.

What you will be doing:

• Analyse operational, quality, and customer insight data to identify root causes of service issues and opportunities to improve customer outcomes.
• Produce and present insightful MI and trend analysis to operational leaders, clients and senior stakeholders, translating data into actionable recommendations.
• Leverage QA results, voice of the customer feedback, call trends and customer satisfaction data to priorities issues and support effective solution design.
• Monitor the effectiveness of implemented solutions, using performance data to measure outcomes, and make data-led adjustments where required.
• Review procedural failures and controls assurance to assess quality impacts and ensure alignment with FCA consumer duty principles.

What you bring:

• A data-driven mindset with the ability to translate complex operational and customer insight into clear, actionable recommendations that improve customer outcomes.
• Strong root cause analysis and problem-solving capabilities, enabling proactive identification and resolution of service, quality and processing issues.
• A clear understanding of customer experience, quality frameworks and FCA consumer duty principles, ensuring compliance while driving service excellence.
• High attention to detail combined with a continuous improvement mindset, ensuring accurate reporting, effective controls and measurable performance gains.

What we offer you:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Competitive salary and excellent incentive compensation structure
• A modern, international work environment and a dedicated and motivated team
• The chance to work on some of the most challenging, relevant issues in financial services & technology
• External and internal trainings

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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