RCA, Route Cause Analyst Specialist

Severn Trent

RCA Specialist in Severn Trent, analyzing executive complaints data for actionable insights. Joining a new team focused on continuous improvement and customer satisfaction.

Posted 6/24/2026full-timeWest Midlands • 🇬🇧 United KingdomMid-LevelSenior💰 £38,881 per yearWebsite

About the role

Key responsibilities & impact

Turn Executive level complaints data into actionable insight and learnings by working with the Data Specialist and the business to identify patterns and opportunities to improve.
Implement changes based on insights and feedback to stakeholders to ensure learning from issues raised.
Facilitate workshops/collaboration sessions with the business areas to extract and analyze root causes of complaints.
Handle customer issues with a focus on understanding 'Why did this happen? And how can this not happen again?'
Work Monday – Friday 37 hours a week, with flexibility on office base location within the region and frequent travel to Coventry Head Office.

Requirements

What you’ll need

Strong analytical skills with the ability to interpret complex data and identify trends, patterns, and root causes.
Experience working with data from multiple sources and systems, with the ability to consolidate and present clear insight.
Ability to challenge and influence stakeholders to improve quality of analysis and outcomes.
Strong attention to detail and a structured, methodical approach to problem solving.
Excellent communication skills, with the ability to translate data into clear, meaningful insight for a range of audiences.
Experience of working in a customer-focused or regulated environment.
Investigation & Problem-Solving - Strong analytical thinking to assess complex, multi-touchpoint complaints.
Advanced Communication (Written & Verbal)
Stakeholder Management & Collaboration
Regulatory & Risk Awareness - Understanding of complaint handling regulations
Root Cause Analysis (RCA) Capability - Linking complaints to broader business performance and recommending preventative actions
Data & Insight Literacy - Interpreting MI dashboards and complaint trends and identifying emerging themes or repeat issues
System & Process Proficiency - Strong use of case management / CRM systems
Prioritisation & Case Management
Attention to Detail & Quality Focus
Resilience & Professional Judgement

Benefits

Comp & perks

28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
Annual bonus scheme (of up to £2,250 per annum based on company performance)
Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
Dedicated training and development with our ‘Academy’
Electric vehicle scheme and retail offers
Family friendly policies
Two volunteering days per year

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Hard Skills & Tools

analytical skillsdata interpretationroot cause analysisproblem solvingdata consolidationdata presentationcomplaint handlinginvestigation skillscase managementdata literacy

Soft Skills

attention to detailcommunication skillsstakeholder managementcollaborationresilienceprofessional judgementstructured approachmethodical approachinfluencing skillsquality focus