Root Cause Analyst: Improve Customer Experience (Hybrid)

Novuna; Leeds; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Bonus scheme

Hybrid working

25 days holiday

Job summary

Novuna Consumer Finance in Leeds is seeking a data-driven analyst to dive into customer complaints and key data, uncover trends, and drive root-causes improvements. You’ll work with the Customer Care Operations & Insight Manager and spend 1 day a week in the Leeds office.

You’ll translate findings into actions, monitor consumer duty measures, and present in senior meetings. Strong Excel and data analysis skills are essential; Power BI experience would be a bonus, and knowledge of Section75 would

Qualifications

• Strong Excel skills and data analysis ability.
• Experience with Power BI is a plus.
• Ability to analyse data and identify root causes to improve customer experiences.

Responsibilities

• Dive into customer complaints and key data to uncover trends.
• Collaborate with the Customer Care Operations & Insight Manager to drive root-cause improvements.
• Present findings in senior meetings and translate insights into actionable improvements.
• Support the full root cause journey to enhance staff and customer experiences.

Skills

Excel

Power BI

Data analysis

Root cause analysis

Tools

Excel

Power BI

Job description

Novuna Consumer Finance in Leeds is seeking a data-driven analyst to dive into customer complaints and key data, uncover trends, and drive root-causes improvements. You’ll work with the Customer Care Operations & Insight Manager and spend 1 day a week in the Leeds office.

You’ll translate findings into actions, monitor consumer duty measures, and present in senior meetings. Strong Excel and data analysis skills are essential; Power BI experience would be a bonus, and knowledge of Section75 would