Customer RCA & Contact Insight Analyst

M&G; Stirling; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services company in Stirling is hiring a Customer RCA & Contact Insight Analyst to analyze customer complaints and provide actionable insights for service improvements. The ideal candidate will have a strong background in complaints handling, analytical skills, and experience in regulated environments. This role supports a hybrid working arrangement, requiring presence 2-3 days per week. Competitive benefits include a robust pension scheme, extensive annual leave, and health coverage.

Benefits

Pension scheme of 18%

38 days annual leave

Private Healthcare

Critical Illness cover

Life Assurance

Qualifications

• Experience in complaints handling, RCA, or customer insight within a regulated environment.
• Strong analytical skills with the ability to identify patterns and root causes.
• Understanding of FCA complaints regulations and Consumer Duty principles.

Responsibilities

• Perform RCA on in-house complaints to identify systemic issues.
• Analyse reasons for contact to understand customer behaviour.
• Collaborate with operational teams to translate RCA findings.

Skills

Complaints handling

Analytical skills

Stakeholder engagement

Communication skills

Tools

Insight reporting tools

Dashboards

Job description

Overview

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Role

Customer RCA & Contact Insight Analyst

M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

As an RCA Analyst, you will be responsible for identifying the root causes of customer complaints and contact across M&G’s customer service channels. Your work will fulfil regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change.

You will analyse complaints and contact data from voice, secure message, and back office functions, identifying patterns and drivers that impact customer experience. You will work closely with operational teams to ensure that insights are translated into meaningful service improvements. The role includes direct analysis of in-house data and oversight of RCA activity performed by outsourced partners, ensuring consistency and alignment with M&G standards.

Main Responsibilities

• Perform RCA on in-house complaints to identify systemic issues, trends, and customer pain points.
• Analyse reasons for contact across voice, secure message, and back office functions to understand customer behaviour and reduce avoidable demand.
• Oversee RCA activity conducted by outsourced partners, ensuring quality, consistency, and regulatory compliance.
• Ensure RCA outputs meet FCA expectations and support Consumer Duty obligations.
• Collaborate with operational teams and journey owners to translate RCA findings into recommendations for change.
• Track and report on RCA themes and contact drivers, supporting the development of dashboards and insight packs.
• Support the validation and measurement of improvement initiatives linked to RCA and contact reduction.
• Contribute to the continuous improvement of RCA processes and methodologies.
• Engage with stakeholders across the business to ensure RCA insight informs prioritisation and decision-making.

Key Knowledge, Skills & Experience

• Experience in complaints handling, RCA, or customer insight within a regulated environment.
• Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data.
• Understanding of FCA complaints regulations and Consumer Duty principles.
• Familiarity with contact centre operations and contact channel behaviours.
• Ability to translate complex findings into clear, actionable recommendations.
• Experience working with both in-house and outsourced operations.
• Strong communication and stakeholder engagement skills.
• Experience with insight reporting tools and dashboards is desirable.
• Proactive, detail-oriented, and committed to improving customer outcomes.

W ork Level : Experienced Colleague

Recruiter: Phoebe Ewers

Location: Stirling (Hybrid 2 - 3 days per week)

Closing Date : 12th February 2026

What we offer:

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]