As a Root Cause Analysis (RCA) & Insight Analyst, you will provide the business with actionable insight using key business and customer-centric data to ensure AFS adheres to regulatory requirements and to influence change that positively impacts our customers. You will be responsible for conducting root cause analysis on complaints and using other data sources, such as speech analytics, NPS and social media, to provide a holistic view of the customer experience.
You will also produce detailed findings; both regular and ad-hoc reports, at all required levels. This will include completing impact assessments, to provide full understanding of the customer and business impacts of changes made within the business.
This role would be perfect for someone who has an active interest in data analysis, with the opportunity to develop techniques and coding skills. We are looking for somebody to join the Team on a 12-month fixed term contract, working 35 hours a week, between the core hours of 8am – 6pm Monday – Friday.
As a RCA & Insight Analyst you will:
Create and maintain focussed dashboards in a standardised manner, ensuring accuracy and clarity.
Identify business and customer issues, reporting the findings appropriately. Report on key business metrics, such as call drivers, and specific customer cohorts, such as vulnerable customers.
Support the implementation of change by analysing their forecasted and actual impact and effectiveness.
Engage with business stakeholders to create and support corrective action plans which drive continuous improvement and improved customer experience.
Produce detailed customer journey mapping.
Identify opportunities to help reduce customer effort and repeat contact and highlight gaps in business/operational processes.
Support the RCA & Insight Manager in the delivery of the insight strategy and deputise at forums and working groups as required.
As a RCA & Insight Analyst you will have:
An active interest in coding and data analysis
Some previous analytical experience and presentation skills
Knowledge of Microsoft Office programmes
Excellent communication skills and ability to challenge the status quo
Ability to multi task, excellent time management skills and able to prioritise
Excellent attention to detail while not losing sight of the big picture
Curiosity and ownership of personal development
Argos Financial Services are part of Sainsbury’s Bank, part of the wider Sainsbury’s group. We’re an exciting and growing organisation and as our customers seek more innovative services and technology, being part of one of the UK’s most trusted brands brings our colleagues exciting opportunities to fulfil their potential.
As well as the opportunity to join a great team you will also receive a competitive salary, 22 days holiday, and a range of other great benefits. We will support you in developing your skills to build the career you want.