My client is looking for a Root Cause Analyst to perform root causes analysis of customer complaints and disputes including FoS overturned decisions using knowledge of business processes and customer journeys to identify pain points in the customer experience.

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Responsibilities:

•Create the outputs of root cause analysis into meaningful updates ensuring the appropriate level of debate and challenge leading to decisions which support actions to reduce the causes of complaints.

•Ensure the FoS Overturn rates are understood, benchmarked and lead to appropriate actions across the Bank.

•Working with stakeholders to develop complaint reduction forecast that enable appropriate actions to be taken.

•Provide insight for weekly/monthly and half yearly performance metrics related to complaints ensuing outputs are appropriate to the target audience.

•Build partnerships with stakeholders across the Bank to influence their commitment to action on complaint reduction and track and baseline their commitments. Ensuring a high level of awareness of improvement activities across the business.

•Support the completion of the FCA returns as outlined by DISP and other regulatory standards.

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Skills & Experience:

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•Significant experience in analysing data to produce themes and trends

•Significant experience in creating reports for senor audiences to drive understanding and action

•Evidence of professional learning and development to build and maintain skills and experience

•Stakeholder management to drive reduction activities across team outside the function

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Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.

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