Customer Journey and Root Cause Lead at Vanquis - United Kingdom

The Role

We're looking for a passionate and analytical individual to join our team as a Root Cause and Customer Journey analyst. In this role, you'll drive improvements in both colleague and customer experience by identifying and addressing the root causes of complaints, customer feedback, and service issues. You'll use data-driven insights, customer journey mapping, and stakeholder engagement to influence meaningful change across the business - ensuring our customers are always at the heart of what we do.

You and your Team

You'll be joining a passionate team that's dedicated to making a real difference. We work at the heart of the business, using data, insight, and collaboration to uncover the root causes of customer pain points and drive meaningful change. We're curious, supportive, and always looking for ways to improve - not just processes, but the experience our customers and colleagues have every day. If you're someone who thrives on problem-solving, enjoys working with others, and wants to see the impact of your work, you'll fit right in.

As a Root Cause and Customer Journey Lead, you will:

• Conduct root cause analysis of customer feedback and complaints data, applying established tools and methodologies to identify underlying issues and emerging trends that impact customer experience.
• Accurately presents data, findings, and recommendations to key stakeholders, ensuring insights are clear, actionable, and aligned with strategic objectives.
• Own the end-to-end management of Root Cause actions, ensuring timely and effective resolution of key issues, while tracking associated improvement initiatives to closure.
• Champion the customer by using feedback to highlight areas for Vanquis Customer Experience to be improved.
• Support the ongoing development of the customer journey and feedback frameworks.
• Recommend Root Cause focus areas based on insights and business priorities.
• Review Root Cause documentation to ensure accuracy and maintain audit trails.
• Escalate compliance or financial risks identified through complaints or friction points.
• Help enhance complaint quality assurance and ensure compliance with standards.
• Guide operational teams in implementing changes and reviewing post-implementation impact.
• Support the Customer Experience Manager in embedding a customer-first mindset across the business.
• Follow departmental processes to ensure policy compliance.

What We're Looking For

• Minimum of GCSEs (or equivalent) in English and Maths at grade C/4 or above
• Experience working within a Root Cause role is essential
• Experience in analysing multiple and large data sets to produce meaningful themes and trends
• Experience in creating and presenting reports to senior stakeholders to drive understanding and decision-making
• Confidence to challenge current processes and drive improvements
• Experience within a regulatory environment is essential
• Previous experience within Financial Services is beneficial
• Proficient in Microsoft Applications and other data analyst tools (SQL, Power BI, Excel, PowerPoint, Word, Outlook)