We’re looking for a Senior Root Cause Analyst to join our Governance, Risk & Compliance team on a permanent basis.
This is a brand‑new role, offering a unique opportunity to help shape how we identify, understand and address root causes across the organisation.
The role sits at the heart of how we learn from customer complaints and drive lasting improvement. Through analysis of complaints data, feedback and regulatory insight, you’ll uncover what’s driving customer dissatisfaction and what needs to improve.
You’ll have real ownership to design and embed effective root cause approaches, define best practice, and influence how insights are used across the business. You’ll play a key role in reducing repeat issues, improving outcomes for our members whilst ensuring we meet our regulatory responsibilities.
The ideal candidate will bring proven experience in root cause analysis gained within financial services or another regulated, customer‑focused environment, with a solid working knowledge of proven techniques such as 5 Whys and Fishbone analysis.
This is a fantastic opportunity for someone who is passionate about root cause analysis and is looking to develop and broaden their expertise in an environment where you will have real visibility and impact.
This is a hybrid role, working 2 days a week from our Bradley Stoke office and 3 days a week from home offering flexibility while being part of a dynamic and supportive team.
We offer more than a job. We offer a career with purpose.
As a Senior Root Cause Analyst at RAC, you’ll get benefits that go the extra mile
· Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver.
· Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.
· Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.
· Financial Security & Perks –pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.
· Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.
· Extras That Make a Difference - access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.
What you’ll do
- Analyse complaints data, FOS decisions, customer feedback and operational information to identify themes, trends and root causes.
- Apply recognised root cause analysis techniques to support robust findings (e.g. 5 Whys, Fishbone and Pareto analysis).
- Produce clear monthly and ad‑hoc insight reports that highlight key risks and opportunities for improvement.
- Present findings in a straightforward, engaging way to senior leaders, governance forums and delivery teams.
- Evaluate the success of actions by monitoring complaint volumes, recurring issues, operational metrics and customer outcomes.
- Identify potential or actual customer harm, regulatory non‑compliance and emerging risks early.
- Ensure insights and actions support Consumer Duty and complaints‑handling requirements.
- Use learning from FCA guidance, FOS decisions and wider industry insight to help prevent future issues.
What you’ll need
- Strong experience in root cause analysis, complaints insight or conduct risk within financial services or a regulated customer-focused environment.
- Strong analytical skills, with the ability to work with large and complex datasets and identify meaningful trends and themes.
- A solid understanding of complaints handling, FOS decisions and regulatory expectations, including Consumer Duty.
- The ability to analyse complex data and translate it into clear, practical insight.
- Confidence presenting findings and influencing stakeholders at all levels.
- A collaborative, curious mindset with a strong focus on improving customer outcomes.
- Good planning and organisational skills, with the ability to manage multiple priorities and deadlines.
- Strong Excel skills and confidence using MI and reporting tools.
Why RAC?
For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.
We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we’ll be with you every step of the way to help you grow and develop your career.
Ready to make a difference? Your next career move starts here.