Analyse customer outcome data from multiple sources to identify trends and areas of concern
Lead root cause investigations to identify underlying issues and contributing factors
Work with business stakeholders to design and implement solutions that reduce customer harm
Build and manage outcome improvement plans to track progress and drive accountability
Conduct deep-dive and thematic reviews to prioritise improvement opportunities
Continuously enhance reporting and MI to better support customer outcome analysis
Present insights and recommendations to senior stakeholders, influencing decision-making
Help embed a culture of continuous improvement and proactive issue resolution

Strong analytical and problem-solving skills, with the ability to interpret complex data
Excellent communication skills, both written and verbal, with experience influencing stakeholders
Ability to manage multiple priorities and adapt in a fast-paced environment
High attention to detail and a structured, methodical approach
Experience working in a high-volume, customer-focused environment
Knowledge of financial services and regulatory expectations is highly desirable

Health Cash Plan
Instant discounts
the new credit building tool
Salary Finance Loans
electric vehicle leasing
long service awards
Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

Root Cause Analyst

Key skills