Complaint Root Cause Analysis

Join us as a "Complaint Root Cause Analysis" at Barclays, where you'll leverage advanced data and analytics to identify and address the root causes of customer complaints across BUK, including those referred to the Financial Ombudsman Service (FOS). You’ll conduct deep-dive investigations into complaint themes, drivers, and overturns to uncover systemic issues and drive improvements in customer outcomes.

You’ll translate root cause analysis (RCA) and FOS insights into actionable change proposals, challenge the effectiveness of implemented actions, and ensure full compliance with DISP and FCA regulatory requirements.

Working with our Product, Journey, Channel, and Operations teams, you’ll embed insight-led change initiatives, ensuring they are monitored and evaluated to support scaling where successful.

To be successful as a "Complaint Root Cause Analysis", you should have experience with:

Basic/ Essential Qualifications:

• Conducting deep-dive analysis and translating insights into change
• Collaborating effectively across diverse stakeholder groups
• Strong communication and interpersonal skills
• Data-driven decision making and problem solving
• Technical proficiency in coding (SQL, Python), modelling, and data visualisation (e.g. Tableau)
• A strong control, governance and risk mindset

 

Desirable skillsets/ good to have:

• Application of AI and machine learning to accelerate insight generation
• Experience and knowledge of Agile ways of working
• Experience in large-scale organisations and matrix environments
• Influencing and driving change across wide-ranging teams

 

This role will be based out of Gurugram.