Root Cause Analyst
Contract Type: Permanent, Full-time
Location: UK – Flexible/hybrid
At Domestic & General, we’re committed to delivering great customer outcomes, and when things don’t go as planned, we act fast to understand why and make it right.
About the Role
As a Root Cause Analyst, you’ll play a key role in uncovering the underlying drivers of poor customer outcomes and helping the business fix them for good. Using structured analysis and proven methodologies, you’ll identify trends, diagnose root causes, and work collaboratively with teams across the organisation to implement meaningful change.
This is an exciting opportunity to influence how we improve our processes, strengthen our controls, and enhance customer journeys across the business.
About You
To be successful in this role, you will be have:
- Strong analytical and problem-solving skills, with the ability to interpret complex data
- Excellent communication skills, both written and verbal, with experience influencing stakeholders
- Ability to manage multiple priorities and adapt in a fast-paced environment
- High attention to detail and a structured, methodical approach
- Experience working in a high-volume, customer-focused environment
- Knowledge of financial services and regulatory expectations is highly desirable
The Role
- Analyse customer outcome data from multiple sources to identify trends and areas of concern
- Lead root cause investigations to identify underlying issues and contributing factors
- Work with business stakeholders to design and implement solutions that reduce customer harm
- Build and manage outcome improvement plans to track progress and drive accountability
- Conduct deep-dive and thematic reviews to prioritise improvement opportunities
- Continuously enhance reporting and MI to better support customer outcome analysis
- Present insights and recommendations to senior stakeholders, influencing decision-making
- Help embed a culture of continuous improvement and proactive issue resolution
Working for us, works for you
- Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
- Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
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