Analyst - Root Cause Analysis (RCA), Customer Experience

About the Role

In this position, you will support the customer experience function by investigating complaints and escalations to determine the real reasons behind recurring issues. The role focuses on spotting breakdowns in processes, operational risks, and wider system-level concerns across the customer journey, then turning those findings into practical recommendations that improve service quality and customer satisfaction.

Key Responsibilities

Primary Responsibilities

• Investigate customer complaints and escalations across multiple interaction points to find the underlying cause.
• Pinpoint gaps in processes, risks, and repeated issues linked to people, workflows, and technology.
• Suggest corrective steps and preventive measures that strengthen the customer experience and help avoid repeat escalations.
• Assess internal procedures and compare them with leading practices used in the financial services industry.

Secondary Responsibilities

• Work closely with product and process teams to remain current on policy updates, procedural changes, and product/service developments.
• Build and maintain a solid understanding of the bank’s offerings so findings can be interpreted in the right business context.

What We Are Looking For

Education

A graduate degree in any discipline is required.

Experience

The ideal candidate should have 0 to 2 years of relevant experience in customer service, process review, or root cause analysis, preferably within financial services.

Skills and Attributes

• Strong capability in analysis and structured problem-solving.
• Sharp eye for detail, with the ability to identify inefficiencies and process breaks.
• Effective communication and teamwork skills for cross-functional collaboration.
• Understanding of customer journey and service delivery frameworks.