Business Analyst

4 weeks ago


Leeds, Leeds, United Kingdom Novuna Full time

At Novuna, we're passionate about delivering phenomenal customer experiences. As a Business Analyst - Root Cause Expert, you'll play a key role in ensuring our customers receive fair outcomes by identifying the driving factors behind complaints and claims. You'll work closely with our Customer Care Insight Manager to analyze data, identify root causes, and provide recommendations to improve our services.



The ideal candidate will have experience in root cause analysis and be passionate about understanding the 'why' behind customer contacts. You'll possess excellent organization skills, be able to work independently, and have advanced Excel skills. You'll also be a confident verbal and written communicator with the ability to analyze data in line with root cause requirements.



Key Responsibilities:


  • Complete root cause analysis on customer claims, complaints, and decisions from the Financial Ombudsman Service
  • Measure 'Consumer Duty' to ensure all customer experiences are effective
  • Share insight and trend analysis with relevant business areas
  • Follow up on actions to address any underlying issues
  • Share key learnings via appropriate forums


What We Offer:

At Novuna, we take our people promise seriously. As a Business Analyst - Root Cause Expert, you'll have the opportunity to make a real difference, learn new skills, and shine in your role. Our offer includes a market-benchmarked salary, flexible hybrid working, and a full wellbeing package.



We're proud to be a Top 50 Inclusive employer, and we encourage applicants from all backgrounds.


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