Root Cause Analyst

Capital on Tap; Cardiff; On-site; GBP 80,000 - 100,000; Full time

Job summary

A dynamic fintech company in Cardiff is looking for a Root Cause Analyst to transform data into actionable insights that improve customer experience. This role involves deep-dive investigations into data sources, generating actionable reports for leadership, and collaborating cross-functionally with various teams. Candidates should have strong data analysis skills and excellent communication abilities. The position is hybrid, requiring presence in the office three days a week, along with a competitive benefits package.

Benefits

Private Healthcare

Worldwide travel insurance

28 days holiday

Cycle to Work Scheme

Dog Friendly Offices

Qualifications

• Proven experience in data analysis or root cause analysis role focused on customer experience.
• Ability to dissect complex data sets and identify patterns.
• Excellent written and verbal communication skills for senior stakeholders.

Responsibilities

• Conduct deep-dive investigations into service failures and customer friction.
• Scrutinise customer sentiment data to understand satisfaction drivers.
• Generate concise and evidence-based reports for leadership.

Skills

Data Analysis

Root Cause Analysis

Customer Experience

Communication Skills

Tools

Python

ArcGIS

Relational Databases

Job description

Overview

Were Capital on Tap

Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us

We empower you to be innovative and solve complex problems. Take ownership make an impact and thrive in our scaling and agile environment.

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

What Youll 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 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.

Were 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 (-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

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

Other Info

Check out ourTop Tips for interviewing.

Keep updated on new job opportunities by following us on Linkedin.

Email if you have any questions.

Excited to work here Apply!

If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Required Experience

IC

Key Skills

ArcGIS, Intelligence Community Experience, GIS, Python, Computer Networking, Data Collection, Intelligence Experience, R, Relational Databases, Analysis Skills, Data Management, Application Development

Employment Type

Full Time

Experience

years

Vacancy

1