Complaints Root Cause Analyst

Complaints Root Cause Analyst Job Specification We are seeking a detail-oriented Complaints Root Cause Analyst to join the Customer Experience team. This position will report to the Complaints Improvement Manager. Complaints RCA is an essential part of our drive to improve customer outcomes. This role plays an integral part in this through detailed analysis of 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 have a keen eye for 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 issues. Support the business with improvement work and implementing 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 analysis taking a risk-based approach in accordance with the agreed complaints RCA framework. Ensure that a full range of data and insights is 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 Whys, Pareto analysis. Work with the Operational Insights team to continue to define and develop a wider range of data and insights needed for complaints RCA to mature our approach to detecting issues through data. Work closely with the wider Customer Oversight team to highlight issues found 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. Generate 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 motor and home insurance claims environment. Strong analytical skills, experienced in identifying areas for process improvement 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. Experienced in using data analysis tools and related software. Strong organisation and time management skills, ability to manage competing priorities. Comfortable 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. Certification in Root Cause Analysis (e.g. Six Sigma, Lean, RCA) is desirable. Ability to collaborate effectively with cross-functional teams.TPBN1_UKTJ