Location: UK – flexible (hybrid working available)
Job Type: Full-time, Permanent
Department: Customer Operations / Risk & Compliance
Let’s fix problems at the source.
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 lead the UK RCA function, ensuring systemic issues driving complaints, service failures, and poor customer experiences are identified and resolved.
This is a strategic role with real impact, focused 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, Quality Assurance 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.
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Working For Us, Works For You
* Comprehensive training with clearly defined career progression opportunities
* Regular incentives with amazing prizes to be won
* Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
* Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 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
* Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
o Salary Finance – access to savings and borrowing through payroll
o Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
o Travel Loans – interest free loans to help spread the cost of annual travel tickets
o Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
* Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
* OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
* Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
* 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
* Employee discounts – a range of discounts for 100s of online and high street retailers
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.