Root Cause Investigator

4 weeks ago


York, York City, United Kingdom Hiscox Full time

Job Title: Root Cause Analyst

Job Summary:

We are seeking a skilled Root Cause Analyst to join our Governance & Control team. As a key member of the team, you will work closely with the Customer Relations team to understand the root cause of complaints across all UK business units.

The successful candidate will have a strong analytical mindset, excellent communication skills, and the ability to influence a broad range of internal stakeholders. If you have a passion for identifying issues and driving change to improve customer outcomes, we want to hear from you.

Key Responsibilities:

  • Investigate and analyse the root cause of complaints at a singular complaint and thematic level
  • Identify key initiatives and activities to reduce customer complaints and drive improved customer outcomes
  • Produce and update regular reports and data sets that provide actionable insights to the business
  • Be a key contributor / lead business partnering sessions across a wide range of internal stakeholders
  • Act as the voice of the customer, raising business awareness and understanding complaint causes
  • Take ownership for driving forward customer improvement initiatives whilst understanding the overall priorities for each business area
  • Identify and report potential conduct risks or operational events
  • Record and report on the impact that improvement activity has on complaint volumes and the customer journey

Requirements:

  • Previous experience in a root cause analysis or process improvement role is preferred but we would welcome candidates with a strong general insurance background
  • Strong analytical skills with the ability to interpret data, identify patterns and develop actionable insights
  • Experienced in understanding customer journeys and how to effect change to drive improvement and solve problems
  • Ability to influence a broad range of internal stakeholders and build lasting relationships
  • Exception communication skills, both verbally and in writing
  • Experience of delivering outstanding service to customers and stakeholders
  • Good organisation and time management skills with the ability to manage competing priorities
  • Detail orientated with a focus on accuracy when recording and presenting findings
  • Understanding of relevant regulatory requirements, in particular Consumer Duty and Vulnerable Customers
  • Strong Microsoft Office skills, including Word, Excel, PowerPoint

Hiscox Values:

At Hiscox, we care about our people and strive to create a truly inclusive culture. We believe in diversity and equal opportunities, and we're committed to making Hiscox a great place to work. If you share our values and are passionate about delivering exceptional customer outcomes, we want to hear from you.



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