Sarah Feldman

I am a Psychology postgraduate with over five years of experience in the banking sector, currently working as a Complaints Specialist at FNB. My role has evolved beyond frontline service into a more analytical and operational capacity, where I manage, investigate, and resolve complex cases while identifying trends and underlying behavioral drivers. I also serve as second-in-charge to my team leader, supporting team performance, quality assurance, and process improvements.

Throughout my career, I have developed a strong foundation in data analysis, behavioral research, and stakeholder management. I regularly work with datasets to identify complaint trends, uncover root causes, and recommend actionable improvements to enhance customer and operational outcomes. My technical skill set includes SPSS, Excel, PowerPoint, and qualitative and quantitative research methodologies, which I use to translate data into clear, strategic insights.

Academically, I hold a BSc Honors in Psychology and a Master’s degree in Psychology, where I gained extensive experience in research design, statistical analysis, and behavioral theory. This background has shaped my interest in understanding human behavior and applying evidence-based approaches to real-world challenges.

I am particularly interested in opportunities within UX research, customer insights, behavioral science, and data analytics, where I can move into a more non-customer-facing, insight-driven role. I enjoy working on projects that involve problem-solving, data interpretation, and improving systems or experiences based on research findings.

I am known for being detail-oriented, proactive, and highly accountable, with the ability to manage multiple priorities while maintaining a high standard of work. I am motivated by continuous learning and am eager to contribute to organizations that value data-driven decision-making and innovation.