Root Cause Analyst

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.

Closing date for applications: 04.04.2024

Recruiter: claire.williams@landg.com

We are currently recruiting for a Root Cause Analyst to join our Workplace Pensions area on a permanent basis.

You will be expected to reduce complaints, losses and failure demand and improve customer outcomes and experience through effective and thorough root cause analysis and reporting. In addition to this you will prioritise, recommend and track solutions along with the Workplace Pension Management Teams to reduce systemic and reoccurring issues, taking into account costs, benefits and risks, also demonstrating the effectiveness of remedial activity.

What you'll be doing:

• Investigate, analyse and report the root causes, trends and themes of complaints alongside other business insight when necessary (errors, risk issues/events, GDPR breaches, quality scores and survey results) to identify areas of improvement. 
• Interrogate complaints and business MI using appropriate analysis techniques to identify root cause of failure and potential linked issues, themes and trends to improve processes and customer experience.
• Propose, recommend and progress improvement initiatives and actions, taking into consideration business priorities, risks and benefits.
• Ensure that remediation activities are identified and implemented off the back of analysis to address reoccurring and systemic issues
• Provide quantitative and qualitative MI as required to highlight root cause analysis undertaken and/or remediation activity as evidence of compliance and customer focus.
• Present root cause data and findings to  management/customer forums to highlight, discuss and/or escalate identified issues
• Consumer Duty. Provide business areas with insight and guidance to assist them to deliver fair customer outcomes and prevent complaints

What we're looking for:

• Experience of delivering outstanding service to our stakeholders, customers and clients.
• Manage expectations when you’re unable to meet expectations.
• Proven experience of liaising with key stakeholders and keeping colleagues updated on output of analysis and recommendations
• Ability to record information with close attention to detail.
• Ability to work on own initiative and under pressure to tight deadlines and changing priorities whilst maintaining the highest quality standards.
• Complaint knowledge and the ability to communicate effectively and to a high standard, both verbally and in writing.
• Be able to work as a team, building relationships with key stakeholders across Retail and showing respect to others, whilst sharing best practice and ideas.
• Knowledge of financial services, particularly pensions.
• Knowledge of Microsoft packages; Excel (essential), Word and PowerPoint (essential).
• Knowledge and understanding of the technical systems used within Workplace Pensions would be beneficial.
• Actively seek development opportunities to increase own product, technical and market knowledge. Update development plans in the light of performance, feedback received, activities undertaken and other developments.  Retain evidence of performance, achievement and maintenance of competence.

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings. 

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.