Root Cause Analyst - Glasgow

Ready to join a team that’s leading the way in reshaping the future of insurance? Here at esure Group, we are on a mission to revolutionise insurance for good! We’ve been providing Home and Motor Insurance since 2000, with over 2 million customers trusting us to keep them covered through our esure and Sheilas’ Wheels brands. With a bold commitment for digital innovation, we’re transforming the way the industry operates and putting customers at the heart of everything we do.

We are looking for a Root Cause Analyst on a 3-6 month fixed term contract. You will support the Claims and Operational areas of the business, and will take the lead on learning lessons from previous customer complaints, Financial Ombudsman Service (FOS) decisions, as well guidance and policy provided by the Financial Conduct Authority (FCA) and industry news & trends to address any underlying issues.

You will drive improvements in overall customer satisfaction and Regulatory adherence preventing reoccurrence of customer complaints.

What will I do in this role?

• You will reduce customer complaints and highlight potential risks to the business by identifying Regulatory non-adherence, emerging themes or broken processes through effective and thorough root cause analysis and reporting.
• You will work with our Agile Squads and our Technology and Data Teams to prioritise, recommend, and track solutions to systemic problems.
• You will understand about additional cost implications, balancing the risks and benefits of their implementation to demonstrate the effectiveness of remedial activities.
• You will present root cause data and findings to management and customer forums to highlight, discuss, and escalate identified issues when required.
• You will provide business areas with insight, guidance and recommendations and ensure our Consumer Duty and all Regulatory responsibilities are complied with.

Qualifications

You are a good fit for the role if you have:

• Experience in complaint root cause analysis, quality assurance, or process improvement, preferably within financial services.
• Proficiency in root cause analysis methodologies, tools, and data analysis techniques.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets and identify trends and patterns.
• Knowledge of the Financial Conduct Authority’s regulatory requirements and standards relevant to complaint management.
• A strong commitment to improving customer satisfaction and experience.
• Excellent written and verbal communication skills, with the ability to present findings and recommendations clearly and concisely to diverse audiences.
• A detail-oriented skillset with a focus on accuracy in documenting findings and recommendations.
• Strong interpersonal skills with the ability to work effectively with cross-functional teams and build collaborative relationships.

Additional Information

What’s in it for you?:

• Competitive salary that reflects your skills, experience and potential.
• Discretionary bonus scheme that recognises your hard work and contributions to esure’s success.
• 28 days annual leave, plus 8 flexible days and the ability to buy and sell further holiday.
• Our flexible benefits platform is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
• Company funded private medical insurance for qualifying colleagues.
• Fantastic discounts on our insurance products! 50% off for yourself and spouse/partner and 10% off for direct family members.
• We’ll elevate your career with hands-on training, mentoring, access to our exclusive academies, regular career conversations, and expert partner resources.
• Driving good in the world couldn’t be more important to us. Our colleagues can use 2 volunteering days per year to support their local communities.
• Join our internal networks and communities to connect, learn, and share ideas with likeminded colleagues.
• We’re a proud supporter of the ABI’s ‘Make Flexible Work’ campaign and welcome you to ask about the flexibility you need.
• Our hybrid working approach also puts you in the driving seat of how and where you do your best work.

We are committed to creating an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We celebrate individuality and create spaces where unique backgrounds and experiences can come together. We believe that diverse perspectives drive innovation, in turn enabling us to better serve our customers, community and build a stronger organisation. Our commitment to inclusion extends to every part of our business, from hiring practices to professional growth opportunities, ensuring equal access and support for all.