Hybrid Root Cause Analyst

at Bupa

• Job title: Root Cause Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £31,200 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Staines, United Kingdom

About the role

• Root Cause Analyst role at Bupa focusing on customer experience and improvement through data analysis. Analyzing complaints data to identify key issues and recommend improvements with a strong emphasis on stakeholder collaboration.

Responsibilities

• Driving the continual improvement of customer experience through analysis of complaints data and other forms of customer feedback
• Analysing complaints data and other forms of customer feedback to identify and prioritise the key issues impacting the customer experience, establish their true root cause and recommend business improvements for their remediation.
• Identifying customer risk by reviewing contextualised Management Information Rating issues using appropriate evaluation and prioritisation techniques
• Submitting issues for further Root Cause Analysis to the appropriate Governance forums
• Working with process owners and subject matter experts across the business to challenge the Bupa operating model and establish the true root cause of prioritised issues and recommend business improvement activity
• Preparing and present Root Cause Analysis reports to the appropriate Governance forums
• Working closely with and support the Business Improvement and Operational Change functions whilst they deliver strategic and tactical business improvement activity
• Supporting key stakeholders / process owners to track and assess the results of improvements to ensure the desired outcomes have been met.
• Attending forums to share customer feedback data, key issues / themes and provide progress updates on root cause analysis and improvement activity
• Proactively review and improve existing work practices on a regular basis.
• Producing analysis on ad hoc requests related to the teams within Bupa UKI and work with the business owners to identify and implement quick wins.

Requirements

• Good understanding of Root Cause Analysis techniques.
• Project management skills – ability to develop and work to key project milestones
• Excellent analytical skills – be able identify, create and interpret fit for purpose data with a high level of accuracy.
• Sharp problem-solving abilities and a continuous improvement mindset.
• A proven track record of improving business performance and delivering measurable results.
• Exceptional time management and the ability to juggle multiple priorities effectively.
• Strong track record of successfully building relationships and influencing a wide range of stakeholders at all levels.
• Able to manage complex and high level data and information and deliver operationally.
• Confidence to challenge existing norms, and assist with developing credible solutions.
• Have a good appreciation of regulatory, operational and conduct risk when making decisions to balance between customer outcomes, regulatory requirements and business goals.
• Understand and demonstrate an awareness of Treating Customers Fairly / Consumer Duty principles.
• Excellent IT proficiency, particularly across Microsoft Office tools (Excel, PowerPoint, Word, Outlook).

Benefits

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts