Are you passionate about uncovering the true reasons behind customer feedback? Do you enjoy analysing data to drive meaningful improvements? AXA Partners is looking for a dedicated and detail‑oriented Root Cause Analyst to join our Complaints & Insights team in Redhill. This is a fantastic opportunity to make a real difference by helping us understand and resolve underlying issues, ensuring our customers receive the best service possible.
What You’ll Be Doing
- Analyse customer complaints to identify root causes, systemic issues, and emerging trends.
- Conduct thorough investigations beyond immediate service issues to understand underlying processes, policies, or behaviours.
- Gather and manage detailed complaint data from multiple sources, ensuring accuracy and compliance with regulations.
- Translate complex complaint narratives into clear, structured insights supported by data.
- Support the creation of regular reports for senior management, regulators, and clients, including the Complaints Committee.
- Develop user‑friendly templates and reporting packs that facilitate understanding at all levels.
- Ensure all analyses meet regulatory standards and internal policies, maintaining transparent documentation.
- Assist with ad‑hoc deep dives and investigations to support strategic projects and initiatives.
- Collaborate with teams across underwriting and account management to foster continuous improvement.
What You’ll Bring
- Strong experience with MS Office, especially advanced Excel skills for creating detailed reports.
- Ability to analyse complex business data and translate it into actionable insights.
- A customer‑focused mindset with an understanding of operational service processes.
- Excellent communication skills, capable of explaining complex ideas clearly.
- High attention to detail and organisational skills, ensuring accuracy and regulatory compliance.
- Proven ability to produce high‑quality reports and presentations.
- A proactive, solutions‑oriented approach with a passion for continuous improvement.
- Ability to work effectively under pressure, managing multiple priorities with minimal guidance.
- Strong team player with excellent interpersonal skills and a flexible, positive attitude.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What We Offer
- Starting salary up to £29,000 depending on experience
- 22 days annual leave, rising to a maximum of 27 days (based on a 5 day week)
- Retail discounts
- Company shareplan / scheme & loan
- Cycle2Work scheme
- Discounted home insurance
- Employee assistance scheme
- Dr@Hand
- Discounted gym membership
- Free financial education / pension seminars
We’re proud to be an Equal Opportunities Employer and do not discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response (globalhr@partners.axa).
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