Root Cause Analyst - ref. r71933403
Location: London
Salary: Paying up to £60,000 per annum.
Contract: 12-Month Fixed Term Contract (FTC), with potential for extension or other opportunities in the wider team.
At Adecco, we are proud to be working with a leading company in the financial services sector, who are looking for a highly skilled Root Cause Analyst to join their team on a 12-month fixed term contract. This is an excellent opportunity for an experienced professional to make a significant impact by driving operational improvements and helping shape the future of the business.
As the dedicated Root Cause Analyst, you will support the business by identifying performance gaps and underlying issues through comprehensive Root Cause Analysis (RCA) of SLAs and KPIs. Working alongside cross-functional teams, you will analyse complex data, unpick intricate processes, and recommend actionable improvements to enhance the customer experience and operational efficiency.
This role will give you the opportunity to lead investigations, present findings to senior management, and work collaboratively to drive lasting change. The position offers the potential for extension beyond the initial contract, or the chance to explore other opportunities within the wider team.
Key Responsibilities:
- In-Depth RCA: Analyse and identify the root causes of operational failures, providing data-driven insights and recommendations to reduce risk and improve efficiency.
- Process Improvement: Collaborate with colleagues across the business to implement solutions that improve processes and reduce customer fail-points.
- Data Logging: Log all identified issues in a central database and work with stakeholders to prioritise and resolve them.
- Reporting & Presenting: Produce reports and business intelligence using platforms such as PowerBI and Excel, and present findings to senior leadership and key stakeholders.
- Cross-Department Collaboration: Lead meetings and discussions with colleagues to ensure issues are addressed and improvements are driven forward.
What We're Looking For:
Experience: Minimum of 3 years' experience as a Root Cause Analyst, with demonstrable success in driving improvements through RCA. You must be able to provide examples of the scale and complexity of analysis you've handled.
Technical Skills: Proficiency in Excel and PowerBI is essential. SQL knowledge is highly preferred.
Complaints/Appeals Experience: Experience in handling complaints and appeals is advantageous, but you must also have broader skills in process analysis and problem-solving to identify the root cause of issues.