Root Cause Analyst

Job Description:

Root Cause Analyst

Bupa Place (Salford Quays) or Willow House (Staines)

Permanent - Full Time (37.5 hours)

Salary from £31,200 depending on location and experience

Monday to Friday role

This role is office based with Hybrid working options available once signed off. - This is not a fully remote working position. Once competent in role and fully trained you will benefit from hybrid working.

We make health happen.

Working in our UK insurance function you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day. 

You’ll help us make health happen by: 

Driving the continual improvement of customer experience through analysis of complaints data and other forms of customer feedback

• Analysing complaints data and other forms of customer feedback to identify and prioritise the key issues impacting the customer experience, establish their true root cause and recommend business improvements for their remediation.
• Identifying customer risk by reviewing contextualised Management Information
• Rating issues using appropriate evaluation and prioritisation techniques
• Submitting issues for further Root Cause Analysis to the appropriate Governance forums
• Working with process owners and subject matter experts across the business to challenge the Bupa operating model and establish the true root cause of prioritised issues and recommend business improvement activity
• Preparing and present Root Cause Analysis reports to the appropriate Governance forums 
• Working closely with and support the Business Improvement and Operational Change functions whilst they deliver strategic and tactical business improvement activity
• Supporting key stakeholders / process owners to track and assess the results of improvements to ensure the desired outcomes have been met.   
• Attending forums to share customer feedback data, key issues / themes and provide progress updates on root cause analysis and improvement activity
• Proactively review and improve existing work practices on a regular basis. 
• Producing analysis on ad hoc requests related to the teams within Bupa UKI and work with the business owners to identify and implement quick wins.

Key Skills / Qualifications needed for this role:

• Good understanding of Root Cause Analysis techniques.
• Project management skills – ability to develop and work to key project milestones
• Excellent analytical skills – be able identify, create and interpret fit for purpose data with a high level of accuracy.
• Sharp problem-solving abilities and a continuous improvement mindset.
• A proven track record of improving business performance and delivering measurable results.
• Exceptional time management and the ability to juggle multiple priorities effectively.
• Strong track record of successfully building relationships and influencing a wide range of stakeholders at all levels.
• Able to manage complex and high level data and information and deliver operationally.
• Confidence to challenge existing norms, and assist with developing credible solutions.
• Have a good appreciation of regulatory, operational and conduct risk when making decisions to balance between customer outcomes, regulatory requirements and business goals.
• Understand and demonstrate an awareness of Treating Customers Fairly / Consumer Duty principles.
• Excellent IT proficiency, particularly across Microsoft Office tools (Excel, PowerPoint, Word, Outlook).

Before you apply for a vacancy, please ensure your CV is up to date with all your career history and achievements. This will mean the Recruitment team have all the relevant information they need to review your application.

If you are suspected of using AI at any point during our recruitment process, your application will be declined

Please note this role is not eligible for sponsorship under current Home Office rules.

Advert will close once sufficient application numbers are received and this may be before any published closing date.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa? 

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. 

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve.  That’s why we especially encourage applications from people with diverse backgrounds and experiences.  

Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring you are treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

If you require information regarding this role in an alternative format, please email: careers@bupa.com  

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place, Staines - Willow House