Address
SalaryWe have a new exciting opportunity to join us as a Root Cause Analyst, this role will suit someone from a customer facing background in a regulated business, who can speak to a wide range of people up to senior stakeholders. You’ll be an inquisitive problem solver who likes to find the Root Cause and make recommendations for change.
The role is investigating business incidents across our UK&I businesses, working with IT and relevant departments to understand why it has taken place, the reason and present recommendations to the business to ensure it is not repeated. These can be complex incidents, which you will be trained and supported to understand, working on around 3 per month.
What you’ll do
Responsible for analysing the Root Causes of incidents and identifying key trends to drive improvements. Build and implement action plans focused on learnings which aid the reduction of Incidents across the business.
Support the extraction of data from multiple sources, analysis, compile reports and organizing cross functional meetings to create solutions that improve customer, client, and employee experiences.
Be the voice of the process across the business raising awareness of policies and or processes that are leading to an increase in incidents and highlighting new and emerging trends to make recommendations that support an efficient Incident Management experience.
What experience you need
Have worked within a regulated environment
Understanding of Credit Reference Agencies, and Debt collection services
Resilient, inquisitive, keen problem solver
Have worked with an able to present to a wide audience of all levels, with ability to make the complex understandable
Have worked in a corporate customer facing environment with excellent communication skills both written and oral
Proven ability in multitasking, exceptional organisational and time management skills
Highly motivated, eagerness to learn with an ability to work within a like minded driven team
What could set you apart
Demonstrable experience of Root Cause methodology
Working knowledge of ServiceNow
Working knowledge of Google Workspace packages
Professional attitude under all circumstances with a high commitment to delivering a superior customer service experience
Remains calm and focused under pressure
Logical thinker with focus on attention to detail
Experience of analysing large sets of data from multiple sources and creating solutions to complex problems.
#LI-KB1
