Root Cause Analyst
Contract Type: Permanent, Full-time
Location: UK – Flexible/hybrid
At Domestic & General, we’re committed to delivering great customer outcomes, and when things don’t go as planned, we act fast to understand why and make it right.
About the Role
As a Root Cause Analyst, you’ll play a key role in uncovering the underlying drivers of poor customer outcomes and helping the business fix them for good. Using structured analysis and proven methodologies, you’ll identify trends, diagnose root causes, and work collaboratively with teams across the organisation to implement meaningful change.
This is an exciting opportunity to influence how we improve our processes, strengthen our controls, and enhance customer journeys across the business.
About You
To be successful in this role, you will be have:
Strong analytical and problem-solving skills, with the ability to interpret complex data
Excellent communication skills, both written and verbal, with experience influencing stakeholders
Ability to manage multiple priorities and adapt in a fast-paced environment
High attention to detail and a structured, methodical approach
Experience working in a high-volume, customer-focused environment
Knowledge of financial services and regulatory expectations is highly desirable
The Role
Analyse customer outcome data from multiple sources to identify trends and areas of concern
Lead root cause investigations to identify underlying issues and contributing factors
Work with business stakeholders to design and implement solutions that reduce customer harm
Build and manage outcome improvement plans to track progress and drive accountability
Conduct deep-dive and thematic reviews to prioritise improvement opportunities
Continuously enhance reporting and MI to better support customer outcome analysis
Present insights and recommendations to senior stakeholders, influencing decision-making
Help embed a culture of continuous improvement and proactive issue resolution
Working for us, works for you
Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards
Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
Skills Required
- Strong analytical and problem-solving skills with ability to interpret complex data
- Excellent written and verbal communication and stakeholder influencing experience
- Ability to manage multiple priorities in a fast-paced environment
- High attention to detail and a structured, methodical approach
- Experience working in a high-volume, customer-focused environment
- Experience using structured root cause analysis methodologies
- Experience enhancing reporting and management information (MI) to support analysis
- Knowledge of financial services and regulatory expectations
What We Do
We’re Domestic & General, the appliance care experts. We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines to TVs and boilers. We’ve also been in business since 1912. (So our customers know they're in safe hands.)
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