Complaints Root Cause Analyst

Complaints Root Cause Analyst

We are seeking a detail-oriented Complaints Root Cause Analyst to join the Customer Experience team who will report to the Complaints Improvement Manager

This is a remote position with the requirement to travel to London/Manchester once a quarter. You will also be required to be onsite for your first 2 weeks (offices located throughout the UK)

Complaints RCA is an essential part of our drive to improve customer outcomes. This role plays an integral part in this through detailed analysis to produce data driven insights, used to identify and understand the cause and extent of complaints. You will work with a wide range of stakeholders from the business to remedy problems and improve customer outcomes.

If you excel at problem solving and using data driven insights we encourage you to apply.

Responsibilities

• Evaluate monthly complaints data, combined with other customer and business insights, to identify patterns and trends that tell us where it’s gone wrong for the customer.
• Utilise analytical and problem-solving skills to conduct in-depth analysis to agreed timelines, to detect, quantify and prioritise the Root Cause of customer complaints.
• Support the business to implement corrective actions by providing insights from complaints analysis that will improve customer outcomes.
• Provide the business with data insights to support decision-making and measure improvements to customer outcomes.
• Prioritise Root Cause analysis, taking a risk-based approach in accordance with the agreed complaints RCA framework.
• Ensure that all available data and insights are used to determine the true Root Cause of complaints. Utilise various tools and methodologies to perform RCA, including but not limited to fishbone diagrams, 5 Why Analysis, Pareto analysis.
• Work with the Operational Insights team to continually define and develop a broad suite of data and insights required for complaints RCA to mature our approach to determining Root Causes through data.
• Work closely with the wider Customer Oversight team to highlight issues found to be causing potential or known customer harm in the end-to-end customer journey or product design.
• Provide output from Complaints Root Cause analysis to the Customer Experience team to support with the identification and resolution of pain points in our end-to-end customer journeys.
• Support with action planning and tracking, preparing reports and the monitoring and measurement of customer outcomes needed to evidence the effectiveness of remedial work.
• Actively look for ways to improve the efficiency and effectiveness of the complaints RCA process.
• Produce reports and presentations to communicate findings and recommendations.
• Participate in continuous improvement initiatives to ensure resulting customer outcomes are compliant with Consumer Duty.

Person Specification

• Customer focused who champions fair customer outcomes and a customer centric culture.
• Proven experience in data analysis and Complaints Root Cause analysis within a regulated environment.
• Proven analytical skills, experienced in Root Cause analysis and problem solving.
• Experience of working with large and varied data sets to produce quantifiable MI at each stage of the complaints RCA process.
• Excellent written and verbal communication skills to communicate complex findings to varied stakeholders.
• Excellent knowledge of MS Office applications, advanced knowledge of Excel.
• Proven organisation and time management skills, ability to manage competing priorities.
• Experienced working under pressure and used to working from own initiative.
• An understanding of regulatory compliance requirements, with a specific knowledge of Consumer Duty regulations considered a plus.
• Demonstrated commitment to continuous improvement and proactive problem-solving.  Certified in a continuous improvement methodology such as Lean or Six Sigma is desirable.
• Experience of collaborating effectively with cross-functional teams.
• Experience in monitoring and reporting on corrective actions.