About This Role

• To undertake analysis of qualitative data from multiple sources to identify those issues that give rise to poor customer outcomes and provide comprehensive internal/external reporting to support the prioritisation and resolution to those issues.
• Providing regular updates for the RCA Manager to present via the various Governance sessions. This includes the weekly action review session with members of the Diligenta Senior Leadership Team, function to function sessions with M&G and contributing to the monthly Governance/Committee sessions
• Providing extensive detailed Root cause analysis output which promotes the quality standards for the analysis being undertaken and enables sharing of best practice across the M&G account
• Carrying out detailed root cause analysis linked to areas of failure demand e.g. Complaints, Repeat Contacts, Quality Outcomes & Notifiable Events
• To undertake end to end analysis of the customer experience to include (but not be limited to) the engagement of SME, Agents, process specialists as required and run workshops and engagement sessions
• Ensuring that timelines are adhered to against the priorities within a sprint cycle and executing against the activity plan
• Standing in for the RCA Lead when required to help direct and oversee the RCA team in its day-to-day activities, including management of the team, effective liaison and feedback with business areas on planned activities and the results from, root cause analysis (RCA) activity
• Oversight of monthly management information which provides a detailed and accurate view of RCA activity undertaken, variance against plan/s, issues identified, trends, findings from RCA and activities to address identified issues
• Escalation of any operational concerns to key stakeholders

• An excellent communicator with the ability to communicate Up to and including Head of level within the organisation, using different mediums and channels when appropriate
• Highly organised individual and can deliver whilst demonstrating empathy and resilience
• Put customers and colleagues at the heart of your planning
• Understand the need for networking, clear communication, and consensus building in delivering
• Experience within a continuous improvement environment
• Commercial awareness and impacts
• Working and Engaging with Stakeholders at different levels of seniority
• Strong knowledge of Life, Pensions & Investment (LPI) products
• Strong analytical skills

The hiring manager to contact is: Kevin McGuire Email: Kevin.McGuire@diligenta.co.uk

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