Complaints Change Analyst

Location: Newcastle (hybrid 3x per week in the office) Employment Type: Full time permanent Salary: Up to 40K depending on experience Hours: 36.25 hours per week Monday‑Friday 9am – 5pm Think the AA is just about roadside assistance? Think again As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us? This is the job The role supports the effective management and development of the Customer Solutions Department by creating and delivering complaint reports, identifying opportunities for change, and driving improvements through customer insights and root‑cause analysis. You will take primary responsibility for one of three key areas: Reporting – producing accurate and timely reports to inform decision‑making Data & Insight – analysing trends and customer feedback to identify actionable insights Root Cause Analysis & Change – investigating issues, implementing solutions, and leading improvements that enhance the customer experience What will I be doing? Analysing complaints data and producing monthly and ad‑hoc reports demonstrating the department’s key KPIs Reviewing customer feedback and identifying innovative, practical changes and improvements to existing business practices Identifying impacts of change both pre‑determined and tactical Implementing changes identified and delivering strategic change projects and programmes into the operation Demonstrating effective root cause analysis using complaints data and customer feedback Engaging with stakeholders across all areas of the organisation to build relationships and gather voice of the customer and voice of the people insights Preparing reports relating to complaints data, root cause analysis and change management and presenting these to the leadership team at informal meetings and formal presentations in an agreed format Ensuring regulatory compliance is embedded in our business processes and all change activities What do I need? Proven experience in Financial Services or other customer‑focused service industries Knowledge and application of continuous improvement tools and techniques, especially root cause analysis (Lean and Six Sigma would be a bonus) Strong MS Office skills, particularly in Word, Excel, and PowerPoint Ability to prioritise and manage deadlines in a fast‑paced environment Team spirit with experience contributing as a key member of a successful team Confidence in creating presentations and reports for senior leaders Analytical mindset with the ability to turn data into actionable recommendations Excellent communication skills to engage and influence at all levels of the organisation Stakeholder management skills to collaborate effectively across the business Additional Information We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including: 25 days annual leave plus bank holidays + holiday buying scheme Worksave pension scheme with up to 7% employer contribution Free AA breakdown membership from Day 1 plus 50% discount for family and friends Discounts on AA products including car and home insurance Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more Company‑funded life assurance Diverse learning and development opportunities to support you to progress in your career Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change. As part of the onboarding process, we complete several pre‑employment checks including work reference, credit and criminal record checks. #J-18808-Ljbffr