Complaints Change Analyst Cheadle

Job Overview Location: Cheadle (Hybrid, 3 days per week in office) Employment Type: Full time permanent Salary: Up to £40,000 depending on experience Hours: 36.25 hours per week, Monday‑Friday 9am – 5pm Company Overview The AA is one of the UK’s most trusted brands, offering Home and Motor Insurance, Loans and Savings, B2B services, Driver Training, Car Care, and more. Our mission is to keep Britain moving. Role Summary 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 Key Responsibilities Analyse complaints data and produce monthly and ad‑hoc reports demonstrating the department’s key KPIs Review customer feedback and identify innovative, practical changes and improvements to existing business practices Identify impacts of change (both pre‑determined and tactical) Implement changes identified and deliver strategic change projects and programmes into the operation Demonstrate effective root‑cause analysis using complaints data and customer feedback Engage with stakeholders across all areas of the organisation to build relationships and gather voice of the customer and voice of the people insights Prepare reports relating to complaints data, root cause analysis and change management and present these to the leadership team at informal meetings and formal presentations in an agreed format Ensure regulatory compliance is embedded in our business processes and all change activities Required Qualifications and Experience 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 Benefits 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 your career progression Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family Equality & Diversity We are 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