Root Cause Analyst

🏡🏢This is a Hybrid role, the Customer Operations team work from our Cardiff Offices 3 days per week.

What You’ll Be Doing

As a Root Cause Analyst, you will play a critical role in transforming data from various assurance and customer feedback channels into actionable insights that drive continuous improvement across the business. Reporting to the Head of Customer Insights, you will directly support the development of overarching Customer Insights packs and reporting.

• Perform Root Cause Analysis (RCA): Conduct deep-dive investigations into key data sources, including Complaints, Quality Assurance (QA) results, Outcome Testing findings, and Risk Events, to identify the systemic reasons for service failures or customer friction.


• Analyse Customer Feedback: Scrutinise customer sentiment data, such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score), to understand underlying drivers of satisfaction and dissatisfaction.


• Generate Actionable Insights: Synthesise findings from RCA and feedback analysis into clear, concise, and evidence-based reports for leadership, highlighting key trends and recommending specific process or product improvements.


• Support Reporting: Contribute to the development and production of regular Customer Insights packs and reporting used to inform business strategy and operational priorities.


• Collaborate Cross-Functionally: Work closely with stakeholders across Operations, Product, Compliance, and First Line Assurance to present insights and champion corrective actions based on your analysis.

We’re Looking For 🔎

• Dedicated Experience: Proven experience in a data analysis, business intelligence, or root cause analysis role, ideally focused on customer experience or operational processes.


• Analytical Skillset: Demonstrated ability to dissect complex data sets, identify patterns, and apply structured problem-solving methodologies to determine underlying root causes.


• Financial Services Context: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable, with an understanding of how regulatory standards and ethical considerations apply to customer outcomes.


• Communication: Excellent written and verbal communication skills, with the ability to translate technical analysis into clear, impactful business language for senior stakeholders.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 45 minute CV overview with Team Manager (Video call)
🤝Final stage: 60 minute technical assessment with Head of Department (In person)