Head of Root Cause Analysis — Strategic RCA Leader (Hybrid UK)

Domestic & General Group; Wimbledon; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading customer service organization in the UK is seeking a Head of Root Cause Analysis to lead the RCA function. This strategic role requires overseeing UK-wide RCA efforts, implementing methodologies to identify systemic issues, and partnering with cross-functional teams. The ideal candidate has a deep understanding of root cause frameworks and regulatory requirements. This position fosters a culture of proactive risk mitigation and requires strong data analysis skills. A comprehensive benefits package and opportunities for professional growth are included.

Benefits

Comprehensive training

33 days annual leave

Health cash plan

Pension scheme

Life assurance

Employee Assistance Programme

Employee discounts

Qualifications

• Deep understanding of corrective/preventive actions and Consumer Duty principles.
• Strong knowledge of FCA regulatory requirements and risk management.
• Expertise in influencing cross-functional change.

Responsibilities

• Own the UK RCA strategy, policy, and framework.
• Design and implement RCA methodologies.
• Lead RCA teams to analyze complaints and feedback.
• Partner with various teams for corrective actions.
• Develop RCA MI dashboards and reporting.

Skills

Root cause analysis frameworks

Data analysis

MI reporting

Process improvement

Influencing senior stakeholders

Job description

A leading customer service organization in the UK is seeking a Head of Root Cause Analysis to lead the RCA function. This strategic role requires overseeing UK-wide RCA efforts, implementing methodologies to identify systemic issues, and partnering with cross-functional teams. The ideal candidate has a deep understanding of root cause frameworks and regulatory requirements. This position fosters a culture of proactive risk mitigation and requires strong data analysis skills. A comprehensive benefits package and opportunities for professional growth are included.