RCA Specialist
Key Roles and Responsibilities
- Complete deepdive analysis on complex data sets to articulate clear, evidencebased problem statements for CX pain points, using a range of data sources to pinpoint areas of dissatisfaction.
- Conduct targeted deepdive reviews of customer complaints to understand root causes and provide actionable insight, using internal systems and data sources to identify true root causes, evidence trends and quantify customer impact.
- Coordinate responses to escalated customer complaints, providing updates to Senior Managers and identifying required opportunities for improvement.
- Support calibration of triaged complaints from the offshore team, ensuring accurate categorisation and delivering feedback to Customer Improvement Specialists.
- Size and prioritise customer experience problem statements to shape operational and CX delivery roadmaps.
- Provide insight on key regulatory complaint themes, including Ofcom, ADR scheme and FOS cases.
- Using the detailed analysis produced, translate this into clear, structured and concise insight outputs suitable for delivery teams and senior stakeholders.
- Support continuous improvement of RCA methodologies, ensuring consistency and rigour across all deepdives.
Job Requirements, Knowledge & Experience
The knowledge and expertise to achieve business objectives. The degree of understanding required for the industry, commercial environment and of competitors products and services.
- Strong analytical skills and experience working with large customer, complaint or operational data sets.
- Ability to conduct structured rootcause analysis and present clear, evidencebased findings.
- Experience working with complaint handling processes, categorisation or escalations is advantageous.
- Strong communication skills, with ability to summarise complex issues into clear problem statements.
- Proficiency with data analysis tools, dashboards and internal systems used for customer and complaint insight.
- Ability to prioritise multiple deepdives and deliver to tight timelines.
- Experience collaborating with offshore teams or operational partners preferred.
- Strong attention to detail and a methodical approach to validating findings.
KPIs
- Quality, clarity and adoption of RCA deepdive outputs.
- Accuracy of complaint categorisation and calibration with offshore teams.
- Timeliness and impact of escalated complaint investigations.
- Measurable customer impact sizing and prioritisation accuracy.
- Delivery of benefit tracking for CX initiatives through to realisation.
- There are 4 essential (pre-checked) critical success factors (Delighting Customers, Delivering Results, Influencing collaboratively & Growth Mindset
- PEOPLE WORKING AS AN ASSISTANT MANAGER OPERATIONS OR TEAM LEADERS PLEASE DO NOT APPLY
FOR more details whatsapp on 7768964134.