Analyst-RCA-Customer Experience

Job Requirements About the RoleAs an Analyst Root Cause Analysis (RCA), Customer Experience, you will play a key role in identifying the underlying causes of customer complaints and escalations. Your primary objective will be to uncover process gaps, risks, and systemic issues across the customer lifecycle and recommend actionable solutions to enhance service delivery and customer satisfaction. Key ResponsibilitiesPrimary ResponsibilitiesConduct root cause analysis of customer complaints and escalations across various touchpoints.Identify process gaps, risks, and recurring issues across people, processes, and technology.Recommend corrective and preventive actions to improve customer experience and reduce future escalations.Review internal processes and benchmark against industry best practices in the financial services sector.Secondary ResponsibilitiesCollaborate with product and process teams to stay updated on changes in policies, procedures, and offerings.Maintain a strong understanding of the banks products and services to contextualize findings effectively. What We Are Looking ForEducationGraduate in any discipline.Experience0 to 2 years of relevant experience in customer service, process review, or root cause analysis, preferably in the financial services sector.Skills and AttributesStrong analytical and problem-solving skills.Attention to detail with the ability to identify gaps and inefficiencies.Good communication and collaboration skills to work across teams.Awareness of customer lifecycle and service delivery frameworks. .