Customer RCA & Contact Insight Analyst
M&G plc(26 days ago)
About this role
A Customer RCA & Contact Insight Analyst at M&G Life analyses customer complaints and contact data across voice, secure message, and back-office channels to identify root causes and inform service improvement. The role supports FCA regulatory and Consumer Duty obligations, providing actionable insight and oversight of in-house and outsourced RCA activity to drive prioritisation and reduce avoidable demand.
Required Skills
- RCA
- Complaints Handling
- Customer Insight
- Data Analysis
- Stakeholder Engagement
- Contact Centre
- Reporting
- Dashboards
- Regulatory Compliance
- Consumer Duty
+2 more
About M&G plc
mandg.comM&G plc is an international leader in savings and investments with more than five million customers
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