Head of Root Cause Analysis
Location: UK – flexible (hybrid working available)
Job Type: Full-time, Permanent
Department: Customer Operations / Risk & Compliance
At Domestic & General, we’re committed to delivering great outcomes for our customers—and that means tackling issues before they happen.
As our new Head of Root Cause Analysis, you’ll UK RCA function, ensuring systemic issues driving complaints, service failures, and poor customer experiences are identified and resolved. This strategic role focuses on embedding Consumer Duty principles, influencing change across processes and products, and reducing friction and risk throughout the customer journey.
Key Responsibilities
* Own the UK RCA strategy, policy, and framework.
* Design and implement RCA methodologies to identify systemic issues and prevent recurrence.
* Lead RCA teams across functions to analyse complaints, QA findings, colleague and customer feedback for actionable insights.
* Partner with Customer Service, Network Operations, Complaints, Proposition and Product teams to drive corrective and preventive actions.
* Develop RCA MI dashboards and reporting for governance forums and Board committees.
* Ensure RCA outcomes feed into transformation programs and continuous improvement initiatives.
* Champion a culture of learning and proactive risk mitigation across the organisation.
What We’re Looking For
Knowledge & Expertise
* Deep understanding of root cause analysis frameworks, corrective/preventive actions, and Consumer Duty principles.
* Strong knowledge of FCA regulatory requirements and risk management practices.
* Expertise in data analysis, MI reporting and process improvement methodologies (e.g., Lean, Six Sigma).
* Skilled in influencing senior stakeholders and driving cross-functional change.
Complexity & Scope
* UK-wide RCA oversight across multiple service functions and customer channels.
* High complexity due to regulatory scrutiny and diverse operational processes.
* Interfaces with Customer Service, Complaints, Risk, Compliance, Product and governance forums.
* Significant impact on operational resilience and customer experience outcomes.
Working For Us, Works For You
* Comprehensive training with career progression opportunities.
* Regular incentives with prizes.
* Annual leave – 33 days (incl. bank holidays) with option to buy up to 5 additional days.
* Health cash plan – employer funded cover for healthcare costs, including unlimited 24/7 virtual GP service.
* Pension scheme – matched employer contributions up to 5% of basic salary.
* Life assurance – employer funded cover of 4x basic salary.
* Online benefit portal offering savings, lending, financial wellbeing support.
* Salary Finance – savings and borrowing through payroll.
* Car Leasing – carbon neutral salary sacrifice scheme with all-inclusive monthly cost.
* Travel Loans – interest free loans for annual travel tickets.
* Cycle to Work – tax efficient bike equipment up to £1,000.
* Health & Wellbeing – discounted gym membership, online workout and cooking classes.
* OnHand – eco & social volunteer app.
* Employee Assistance Programme – professional advice and support.
* Domestic & General protection plan – free plan each year with discounts (up to 50%).
* Employee discounts – wide range of discounts at online and high street retailers.
Apply
To apply, please submit your application through our portal. Ensure your career profile is up to date before submitting.
At Domestic & General, we are proud of our 100‑year legacy and excited about future growth. We need your expertise to help us on the journey.
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