Root Cause Analysis Analyst

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

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

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 organizational 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 At AXA Partners, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that

You can expect to receive: Starting

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 To apply, click on the ‘apply’ button, you’ll then need to log in or create a profile to submit your CV

We’re proud to be an Equal Opportunities Employer and don’t 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 - [email protected]

: We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide

What sets us apart

The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world

Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what

Helping others is our passion

Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters

Join a company that helps protect the forests

At AXA Partners, we plant a tree for every new recruit (with a permanent contract) #LI-UK