As Root Cause Analysis (RCA) & Insight Manager you will be responsible for leading the RCA & Insight Team and ensuring the team conduct root cause analysis on customer complaints and other key customer insight to produce detailed findings and reporting packs. You will positively influence business change and customer strategy through delivery of insight and will engage with business stakeholders to create corrective action plans which drive continuous improvement and improved customer experience.
You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance
The Financial Services department is the profit creator and that’s why it’s the most exciting place to be: right at the heart of the action.
Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.
As Root Cause Analysis & Insight Manager you will:
Deliver and execute the Root Cause Analysis Framework and implement the RCA & Insight strategy
Drive the evolution of the Root Cause Analysis Framework to develop a consistent and robust approach in line with industry standards and business strategy.
Drive and influence a culture where the importance of Customer Experience and effective business process is advocated by colleagues.
Provide insight into the root causes of customer complaints and drivers for poor customer experience that enable Executive Management, Senior Leaders and key business stakeholders to make informed decisions in risk management and business strategy.
Collaborate at all levels to influence and drive continuous improvement.
Responsible for the creation, provision and development of Root Cause Analysis Insight which is timely, accurate, fit for purpose and meets regulatory obligations.
Leads the Root Cause Analysis Working Group meetings and represents Root Cause Analysis & Insight at RCA & Insight Forum.
Build & develop a high performing and motivated team through the leadership and development of team members.
As Root Cause Analysis & Insight Manager you will have:
Experience of working in a regulated environment with a thorough understanding of the FCA guidelines.
Experience in operational leadership and leading through change within a Root Cause Analysis and Insight environment.
Experience in applying the principles of TCF
Ability to analyse and consider large volumes of information
Strong communication skills – both verbal & written
A good working knowledge of Office 365 Applications
Continuous Improvement experience, including Corrective Action activity
A proven track record in leading a high performing team, delivering results and implementing change
There’s never been a more exciting time to join Argos. We are capitalising on our success and going through a great transformation. It’s a period of expansion and rejuvenation; we’re shaking things up and creating more opportunities than ever before. Financial Services is right at the heart of the action
As well as the opportunity to join a great team you will also receive a competitive salary, 24 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.
As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check and employment references.