Root Cause Analyst

at  Yorkshire Building Society

Are you curious with a passion for data and a desire to make things better for our customers after they’ve gone wrong?
If so, then this role could be for you as you’ll be able to use that curiosity and passion to drive improvements and decision making to make sure our customers are getting the best possible service.

ABOUT US

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

As a Root Cause Analyst, you’ll find yourself in a role where you can see and feel the difference you make. In this position, you’ll be analysing the Society’s complaint data and provide key insight to the rest of the business as to the root cause of complaints to drive action to reduce the causes of complaints.
You’ll be working closely with stakeholders across the business through business partnering to influence their commitment to required actions to reduce the causes of complaints and track them through to completion. You’ll also collaborate with outsourced suppliers to ensure complaint root cause is being carried out in line with YBS supplier standards.
You’ll provide insight for weekly/monthly and half yearly performance of complaints against key risk metrics and present these to key risk committees in the business. You’ll also support with the accurate submission of our bi-annual FCA complaint submission.
Leading and managing key complaints metrics, you’ll provide oversight to key stakeholders and forecast and track incoming complaints and reductions.
All of this will be underpinned by your knowledge of complaints, data and insight policy and regulation relating to customer complaints, and your passion for having the customer at the heart of everything we do. And importantly you’ll help ensure we remain compliant with our obligations now and in the future.