The Root Cause Team supports the business by analysing complaints data to highlight customer failures or risks to the business, conduct investigations and support in remediation, with a goal to improve the overall customer experience.

As a Senior Root Cause Analyst you will have the opportunity to conduct meaningful Root Cause Analysis using known methodologies to address a problem statement or identify re-occurring or systemic issues.  You will review periodically, complaints received by the business at a Group level to understand why customers are complaining and the cause of this. The view is to provide recommendations on process and system improvements that will positively influence our customer’s experience, ensuring they receive the correct outcome and we see a reduction in the number of complaints received. 

There will be a key focus on continuous improvement, implementation of preventive measures and corrective action plans that will remedy the problem and mitigate the identified risks to our customers and the Group. You will be required to scope and produce control reports, to periodically test the effectiveness of solutions put in place, to provide assurance the remedy has been effective.

The role will require day to day interaction with different departments throughout the business, therefore you will require strong stakeholder management skills.

Your responsibilities will include…

• Conduct and lead deep dives into top complaint themes and drivers to establish the true root causes and risks, in order to support stakeholders to set the right long term solutions and improve customer outcomes.
• Conduct in depth analysis of complaints against key areas of focus across OSB Group Lending and Savings workstreams.
• Prepare and present detailed reports and insights on complaint and root cause analysis to senior stakeholders
• Co-ordinate and lead  workshops with key stakeholders to discuss and validate Root Cause findings and generate agreed actions to ultimately reduce complaints and track closure.
• Drive improvement opportunities across system performance through effective analytical evidence, to improve operational performance and the customer journey.

We offer a base salary of £34000 - £38000 dependent on experience and a competitive benefits package including:

• Enhanced family-focused benefits
• Hybrid-working 
• Annual bonus opportunity

Please use this link to see the fantastic benefits available at OSB: OSB Careers 

At OSB Group, we understand how much our people bring to our organisation, which is why we try our best to give back too! Our Purpose is to help our customers, colleagues and communities prosper and we are on a transformation journey to become ‘the bank of the future’.

Our commitment to professional development, flexible working, and employee well-being fosters a dynamic and supportive workplace.

We are looking for talented individuals who have the experience and knowledge set out below:

• Strong experience demonstrating competence in conducting effective complex root cause analysis is essential
• Recent experience in producing management information and presentations is a must.
• Previous experience within a complaints function is essential.
• Strong understanding of RCA Methodologies and approach is essential

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Still on the fence? Hear from our team or explore our process: OSB Careers

Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational – inclusive any individual reasonable support required. We want to bring out the best in you!

Diversity, Equity & Inclusion

Our team value spending time together in the office, typically 3 days a week to support collaboration and connection with colleagues, but we’re happy to have a conversation about what flexibility might look like for you.

Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.

We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.