Job Title: Root Cause Analyst

Reports to: SquareTrade Customer Excellence

Team: Customer Experience

Location: Manchester

Salary: TBC

Job Role

As a Root Cause Analyst (RCA), you will provide specialised analytical support, to the

Customer Excellence team.

Your primary role will be to uphold and enhance the customer experience strategy by

systematically identifying areas of friction, risk, and underperformance. You will achieve this

by conducting in-depth RCA on key customer failure points, such as complaints and claims

data, to uncover underlying themes, trends, and actionable opportunities for improvement.

Job Responsibilities

Root Cause Analysis & Insight Generation

• Conduct in-depth Root Cause Analysis on complex, multi-source data (e.g. Complaints, Claims, Call transcripts, operational metrics) to identify key themes, patterns, and trends driving customer dissatisfaction or operational risk.
• Identify and investigate the underlying issues within operational processes and areas of poor quality, including gaps or broken procedures, recommending specific remedial actions to reduce or eliminate future recurrence.
• Investigate disparate data and information sources (quantitative and qualitative) and synthesise findings to draw clear, evidence-based conclusions.
• Develop concise and compelling insights by pulling conclusions from multiple sources together, offering a well-rounded business narrative and supporting prioritisation of improvement areas.

Stakeholder Collaboration & Action

• Elevate findings and insights to the Customer Improvement Lead and wider stakeholders on a regular basis, ensuring data is presented in an engaging manner with clear, commercially-relevant recommendations.
• Work closely with the Customer Improvement Lead to translate RCA recommendations into tangible improvement actions designed to reduce customer fail-points, lower costs, improve process efficiency, and mitigate risk.
• Participate in relevant cross-functional meetings to discuss identified issues and themes, facilitating progression and resolution of systemic problems.

Skills & Qualities

• Root Cause Analysis Expertise: Demonstrable experience applying RCA tools and methodologies (e.g., 5 Whys, Fishbone diagrams, Pareto Analysis) to complex business or customer problems.
• Data Synthesis & Communication: Exceptional ability to succinctly and plainly describe complex information (verbally and in written form) to non-technical stakeholders.
• Analytical Proficiency: Strong experience investigating, manipulating, and drawing conclusions from large, varied datasets and information sources.
• Collaborative Approach: A strong team player, capable of establishing and maintaining effective, collaborative relationships across different functions and levels of the organisation, working effectively with and through others.

Experience

• Proven experience in a dedicated Root Cause Analysis, Business Analysis, or Customer Insight role.
• Prior experience working with customer interaction data (e.g. complaints, contact centre notes, claims data) is highly beneficial
• Experience in a Financial Services or Insurance environment is an advantage.