Job description:
Job Title: Strategic Planning and Root Cause Analyst
Contract Type: Permanent
Location: Alderley Park
Working style: Hybrid 50% home/office
Closing date: 27th February 2026
We're looking for a highly analytical and forward‑thinking Strategic Planning and Root Cause Analyst to join our COO Operations Planning & Performance team. This is an exciting opportunity to contribute to business‑critical insight, shape future planning, and directly influence improvements to customer outcomes across the Royal London Group.
In this role, you'll play a key part in analysing performance, understanding root causes behind customer issues, and supporting the delivery of informed, data‑driven decisions at every level of the organisation.
About the role:
Engage with Business Readiness Leads to understand the impact of new projects, propositions, clients, and training needs.
Analyse trends, identify gaps, and consolidate insight to support accurate, evidence‑led decision making.
Provide resource‑related inputs into business plans, aligned with risk appetite and budget expectations.
Produce high‑quality Management Information that tracks COO Operations performance against business plan assumptions.
Create reports and materials for key governance forums, including senior executive and Board‑level meetings.
Present clear, cohesive commentary that links financials, risks, and operational insights.
Support the end‑to‑end COO Operations business planning process.
Lead specific workstreams, gathering and consolidating information across the business.
Assist in building capacity plans that ensure operational teams are appropriately staffed to meet service expectations.
Analyse data across internal systems, Outsource Providers, the Financial Ombudsman Service and FCA returns.
Identify causes of complaints and service failures, recommending actions to enhance processes, propositions, and customer outcomes.
Produce a monthly root cause report highlighting trends and systemic issues.
About you
Strong analytical and data interpretation skills.
Understanding of data processes, performance tracking solutions, and reporting tools.
Knowledge of customer contact technologies (IVR, ACD, Workforce Management).
Advanced Excel and Power BI skills with the ability to build dynamic dashboards, automate reporting, and translate complex data into clear strategic insights
Advanced forecasting and analytical capability.
Preferably experience within financial services or similar regulated environments.
Naturally analytical and confident working with complex data.
Able to translate detailed findings into clear, simple messages.
Calm under pressure, able to prioritise and meet deadlines.
Collaborative, adaptable, and committed to continual self‑development.
Professional, approachable, and able to build strong relationships across teams
About Royal London
We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits
Inclusion, diversity and belonging
We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.