Analyst-RCA-Customer Experience

Job Requirements

Job Title: Analyst-RCA-Customer Experience

Department/Function: Customer Service

Job Purpose

As 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.

Roles & Responsibilities

• Conduct 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.
• Collaborate with product and process teams to stay updated on changes in policies, procedures, and offerings.
• Maintain a strong understanding of the bank’s products and services to contextualize findings effectively.
• Strong 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.

Educational Qualifications

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience: 6 - 7 years of relevant experience