Analyst-RCA-Customer Experience

IDFC FIRST Bank; Navi Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

IDFC FIRST Bank in Navi Mumbai is looking for an Analyst – Root Cause Analysis to enhance customer experience. This role involves conducting thorough investigations into customer complaints, identifying process inefficiencies, and providing actionable recommendations. The ideal candidate should be a graduate with 0 to 2 years of relevant experience in customer service or analysis in the financial services sector. Strong analytical skills and attention to detail are essential for success in this position.

Qualifications

• 0 to 2 years of relevant experience in customer service, process review, or root cause analysis.
• Preferably in the financial services sector.

Responsibilities

• Conduct root cause analysis of customer complaints and escalations.
• Identify process gaps, risks, and recurring issues.
• Recommend corrective and preventive actions to improve customer experience.
• Review internal processes and benchmark against industry best practices.

Skills

Strong analytical skills

Problem-solving skills

Attention to detail

Good communication skills

Collaboration skills

Education

Graduate in any discipline

Job description

Role Overview

As an Analyst – Root Cause Analysis (RCA), Customer Experience, you will play a key role in identifying the underlying causes of customer complaints and escalations. Your primary objective will be to uncover process gaps, risks, and systemic issues across the customer lifecycle and recommend actionable solutions to enhance service delivery and customer satisfaction.

Primary Responsibilities

• Conduct root cause analysis of customer complaints and escalations across various touchpoints.
• Identify process gaps, risks, and recurring issues across people, processes, and technology.
• Recommend corrective and preventive actions to improve customer experience and reduce future escalations.
• Review internal processes and benchmark against industry best practices in the financial services sector.

Secondary Responsibilities

• Collaborate with product and process teams to stay updated on changes in policies, procedures, and offerings.
• Maintain a strong understanding of the bank’s products and services to contextualize findings effectively.

What We Are Looking For

Education

• Graduate in any discipline.

Experience

• 0 to 2 years of relevant experience in customer service, process review, or root cause analysis, preferably in the financial services sector.

Skills and Attributes

• Strong analytical and problem-solving skills.
• Attention to detail with the ability to identify gaps and inefficiencies.
• Good communication and collaboration skills to work across teams.
• Awareness of customer lifecycle and service delivery frameworks.