Root Cause Analyst

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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

Experience in a Financial Services or Insurance environment
is an advantage.
Apply
Location:
Manchester
Job Type:
FullTime
Category:
Client Operations

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