Root Cause Analyst

Bupa Occupational Health; Staines-upon-Thames; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading health insurance provider based in Staines-upon-Thames seeks a Root Cause Analyst for a permanent full-time role. The position involves driving improvements in customer service through data analysis, identifying issues, and collaborating with various teams to recommend actionable changes. The ideal candidate will have strong problem-solving abilities, excellent project management skills, and proficiency in Microsoft Office. This role offers a competitive salary and hybrid working options after initial onboarding.

Benefits

25 days holiday increasing with service

Bupa health insurance

Enhanced pension plan

Onsite gyms or local discounts

Various other benefits and online discounts

Qualifications

• Good understanding of Root Cause Analysis techniques.
• Ability to manage multiple project milestones effectively.
• Proven track record of achieving measurable results in business improvements.

Responsibilities

• Drive continual improvement of customer experience through data analysis.
• Identify and prioritise key issues from complaints and customer feedback.
• Collaborate with process owners to recommend business improvements.

Skills

Root Cause Analysis techniques

Project management skills

Analytical skills

Problem-solving abilities

Time management

Relationship building and influencing stakeholders

Operational data management

Confidence in challenging norms

Regulatory and conduct risk awareness

IT proficiency - Microsoft Office

Job description

Job Description

Root Cause Analyst – Permanent Full Time (37.5 hours) – Bupa Place (Salford Quays) or Willow House (Staines)

Salary from £31,200 depending on location and experience

Monday to Friday, office based with hybrid working options after signing off. Not fully remote.

Key Responsibilities

• Drive continual improvement of customer experience through analysis of complaints data and other forms of customer feedback
• Analyse complaints data and other customer feedback to identify and prioritise key issues, establish true root cause and recommend business improvements for remediation
• Identify customer risk by reviewing contextualised Management Information
• Rate issues using appropriate evaluation and prioritisation techniques
• Submit issues for further Root Cause Analysis to the appropriate Governance forums
• Work with process owners and subject matter experts across the business to challenge the Bupa operating model and establish true root cause of prioritised issues and recommend business improvement activity
• Prepare and present Root Cause Analysis reports to appropriate Governance forums
• Work closely with and support Business Improvement and Operational Change functions whilst they deliver strategic and tactical business improvement activity
• Support key stakeholders/process owners to track and assess results of improvements to ensure desired outcomes met
• Attend forums to share customer feedback data, key issues/themes and provide progress updates on root cause analysis and improvement activity
• Proactively review and improve existing work practices on a regular basis
• Produce analysis on ad hoc requests related to the teams within Bupa UKI and work with business owners to identify and implement quick wins

Qualifications

• Good understanding of Root Cause Analysis techniques
• Project management skills – ability to develop and work to key project milestones
• Excellent analytical skills – identify, create and interpret fit for purpose data with high accuracy
• Sharp problem‑solving abilities and continuous improvement mindset
• A proven track record of improving business performance and delivering measurable results
• Exceptional time management – juggle multiple priorities effectively
• Strong track record of building relationships and influencing stakeholders at all levels
• Able to manage complex high‑level data and deliver operationally
• Confidence to challenge existing norms and develop credible solutions
• Good appreciation of regulatory operational and conduct risk when making decisions to balance customer outcomes, regulatory requirements and business goals
• Aware of Treating Customers Fairly / Consumer Duty principles
• Excellent IT proficiency – Microsoft Office (Excel, PowerPoint, Word, Outlook)

Benefits

• 25 days holiday increasing through length of service with option to buy or sell
• Bupa health insurance as a benefit in kind
• Enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa

We are a health insurer and provider with no shareholders – our customers are our focus. Our people are driven by the same purpose: helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We champion diversity and encourage applications from people with diverse backgrounds and experiences. We are a Level 2 Disability Confident Employer and will offer interview/assessment to disabled applicants who best meet minimum criteria. We are committed to ensuring fair treatment and reasonable adjustments during recruitment.

Contact

For more information or to apply, email: [e-mail]