Job Description As a Customer Insight Analyst you will complete thematic reviews and Root Cause Analysis, developing recommendations to drive improvements to business processes and customer outcomes. You will provide meaningful insight leading to the development and recommendation of solutions that add value to the business by enhancing our customers’ experience and reducing complaints and negative feedback. As a Customer Insight Analyst you will: Carry out the regulatory activity of Complaint Root Cause Analysis, working with the Customer Insight Manager Gather complaints related data and gain agreement on what to prioritise for monthly analysis Complete thematic reviews to identify trends, utilising system data and call listening to establish true root cause Work collaboratively to overlay other data sources, such as Voice of the Customer (VoC), incidents and QA insight with complaint data to validate trends, support recommendations for change, and encourage collaborative working across different business functions. Provide assurance on root cause completed outside of customer strategy to ensure true root cause has been reached Complete and deliver slides for CEF and CCO to provide oversight of Root Cause Analysis and Voice of Customer feedback Develop and deliver recommendations for improvement based on findings in monthly CEF and CCO meetings Assign actions and obtain updates from key stakeholders on RCA actions and update associated trackers Complete impact analysis following implemented changes in line with process. Identify and accurately report any customer complaints, incidents, SARs, in accordance with the company policy/procedure. Report to line managers any identified breaches in procedures from any areas of the business, so that corrective action can be implemented to remedy the breach. Send Voice of Customer surveys on a daily basis to ensure we’re receiving insight from different customer touchpoints. Ensure the VOC trackers are updated on a daily basis, and have regular oversight to ensure the feedback is being reviewed in line with process. Provide updates on VOC feedback being received to ensure the business have oversight of any potential themes on a regular basis. Send Funding update communications to customers on a daily basis to ensure customers are kept informed. Complete third party reviews, including invites and responses for Feefo and Trustpilot, to gain more valuable customer insight