Customer Insights Manager- Root Cause Analysis

Description

We are seeking a strategic and analytical leader to drive enterprise-wide Root Cause Analysis (RCA) for banking complaints. This role is pivotal in identifying systemic issues, enhancing customer experience, and reducing operational and regulatory risk. The ideal candidate will lead cross-functional efforts to uncover complaint drivers, implement corrective actions, and influence strategic decision-making across business lines.

Key Responsibilities

Root Cause Strategy & Execution

Develop and implement a structured RCA framework using proven methodologies (e.g., 5 Whys, Fishbone, Pareto).

Conduct meetings to share thematic analysis of recurring complaints to identify systemic issues and trends.

Align RCA taxonomy with enterprise standards to ensure consistency and traceability.

Cross-Functional Leadership

Collaborate with Business Line Champions, Risk, Compliance, and QA teams to prioritize and resolve root causes.

Attend and participate in monthly and quarterly Insights & Actions (I&A) forums to drive accountability and transparency.

Effectively present data to business users at the Director/VP/Executive levels.

Governance & Reporting

Oversee development of dashboards and reporting tools to monitor RCA effectiveness and advocate performance.

Integrate RCA insights into senior management and Executive -level reporting.

Ensure compliance with internal complaint handling programs and external regulatory expectations.

Technology & Process Optimization

Partner with technology teams to embed RCA workflows into platforms such as ServiceNow and Data Marketplace.

Drive automation and GenAI enhancements to improve complaint categorization and insight generation.

Key Attributes & Qualifications

Strategic thinker with the ability to translate data into enterprise-level actions.

Strong analytical skills and expertise in RCA methodologies.

Proven leadership and influence across cross-functional teams.

Deep commitment to customer advocacy and experience improvement.

Solid understanding of banking operations, compliance, and risk frameworks.

Excellent communication skills—verbal, written, and visual.

Experience in change management and process transformation.

Preferred Experience

8+ years in banking, customer experience, or operational risk roles.

5+ years in leadership roles involving RCA, complaints management, or process improvement.

Familiarity with regulatory complaint handling standards and enterprise reporting tools.

Hours & Work Schedule

Hours per week: 40

Work Schedule:

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.