Customer Experience RCA Specialist

Raqami Islamic Digital Bank Ltd.; Karachi Division; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Raqami Bank seeks a Root Cause Analyst to investigate customer complaints, service failures, and incidents, identifying underlying causes and recommending corrective actions. You will drive improvements through data analysis, process optimization, and automation with Operations, Technology, Product, and Risk teams.

The role emphasizes RCA using structured methodologies, trend analysis, action tracking, and reporting to enhance customer experience and regulatory compliance.

Qualifications

• 3-5 years of experience in: Complaint Management, Service Quality, Customer Experience, Operations, Process Improvement, Digital Banking, Experience in Root Cause Analysis, Quality Assurance, or Operational Excellence preferred.
• Banking, Digital Bank, Fintech, or Financial Services experience highly desirable.
• Bachelor's degree in Business Administration, Banking, Finance, Customer Experience, Management, or related discipline.
• Master's degree or MBA preferred.

Responsibilities

• Analyze complaints, service failures, operational incidents, and customer feedback to identify underlying causes.
• Conduct detailed Root Cause Analysis (RCA) using structured methodologies. Perform trend analysis across complaints, customer feedback, call center interactions, and digital channels.
• Develop corrective and preventive action recommendations.
• Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities.
• Track implementation and effectiveness of action plans.
• Produce periodic root cause reports and dashboards.
• Work with business units to address process gaps and control weaknesses.
• Identify customer friction points throughout customer journeys.
• Support complaint reduction initiatives and service improvement programs.
• Escalate systemic risks and critical service failures to management.
• Participate in customer journey reviews and service redesign initiatives.
• Monitor effectiveness of implemented solutions and recommend further improvements.
• Support regulatory investigations related to customer complaints and service quality.
• Maintain root cause repository and lessons learned database.

Skills

Root Cause Analysis

Complaint Analytics

VoC Data Handling

Customer Experience

Process Improvement

Data Analytics

Dashboards

Stakeholder Management

Quality Assurance

Excel & Power BI

Regulatory Compliance

Education

Bachelor's degree in Business Administration, Banking, Finance, Customer Experience, Management

Master's degree or MBA

Tools

Excel

Power BI

Job description

Raqami Bank seeks a Root Cause Analyst to investigate customer complaints, service failures, and incidents, identifying underlying causes and recommending corrective actions. You will drive improvements through data analysis, process optimization, and automation with Operations, Technology, Product, and Risk teams.

The role emphasizes RCA using structured methodologies, trend analysis, action tracking, and reporting to enhance customer experience and regulatory compliance.