Root Cause Analyst

Reporting to the Head of Customer Relations and Quality Assurance, and as part of the wider Governance & Control team, you will work closely with the Customer Relations team to understand the root cause of complaints across all UK business units. The role will be responsible for identifying, analysing and reporting on complaint causes and propose improvement actions and initiatives to reduce complaint volumes. This is a wide reaching and varied role offering the opportunity to work across the business with a range of stakeholders, to identify issues and initiate change to improve customer outcomes. What you’ll be doing: Investigate and analyse the root cause of complaints at a singular complaint and thematic level Identify key initiatives and activities to reduce customer complaints and drive improved customer outcomes Produce and update regular reports and data sets that provide actionable insights to the business Be a key contributor / lead business partnering sessions across a wide range of internal stakeholders Act as the voice of the customer, raising business awareness and understanding complaint causes Take ownership for driving forward customer improvement initiatives whilst understanding the overall priorities for each business area Identify and report potential conduct risks or operational events Record and report on the impact that improvement activity has on complaint volumes and the customer journey Consider how to leverage other customer reporting across the business to drive forward customer and business improvement initiatives, for example, Customer Outcome Testing Our must-haves: Previous experience in a root cause analysis or process improvement role is preferred but we would welcome candidates with a strong general insurance background Strong analytical skills with the ability to interpret data, identify patterns and develop actionable insights Experienced in understanding customer journeys and how to effect change to drive improvement and solve problems Ability to influence a broad range of internal stakeholders and build lasting relationships Exceptional communication skills, both verbally and in writing Experience of delivering outstanding service to customers and stakeholders Good organisation and time management skills with the ability to manage competing priorities Detail-oriented with a focus on accuracy when recording and presenting findings Understanding of relevant regulatory requirements, in particular Consumer Duty and Vulnerable Customers Our nice to haves: Previous complaint handling experience and knowledge of DISP Diversity and Hybrid working At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success. We have also learned over the past few years that working life doesn’t always have to be in the office, and now it is safe to do so we have introduced hybrid working to encourage a healthy work-life balance. We anticipate the successful candidate for this role will be in the office up to 1 day per week in either our Colchester or York office. This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance. We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.

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