Novuna
Complaints and Claims Root Cause Analyst
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Analyst Role – Root Cause Analysis & Insight Lead
Do analytics, problem-solving, and delivering impactful customer experience improvements excite you? If Excel, data analysis, and driving meaningful change are at the core of what you do, we’d love to hear from you.
If your answer is 'yes', keep reading.
About Novuna Consumer Finance
From interest-free credit to Buy Now, Pay Later, over 3,000 top retailers trust us to deliver fast, flexible, and responsible finance solutions for their customers.
We provide finance for essential and aspirational purchases, including:
- Home furnishings and improvements
- Special jewellery
- Leisure services
- Healthcare
- Electronics and appliances
About the Role
You’ll transform raw customer data into strategic insights to improve experiences across our business. This driving role requires analytical rigor, a knack for uncovering hidden insights, and the ability to turn findings into action. You’ll collaborate with the Customer Care Operations & Insight Manager and colleagues across the business to implement change with impact.
Key Responsibilities
- Deeply analyse customer complaints, claims, and key datasets to identify root causes and trends affecting customer experiences
- Apply root cause analysis (RCA) techniques to evaluate how internal processes and external factors shape customer sentiment and satisfaction
- Measure adherence to Consumer Duty regulations to ensure all customer interactions meet effectiveness standards
- Monitor and escalate key metrics, then streamline workflows to address systemic issues
- ** Present findings clearly** in business meetings, driving informed decisions to enhance service quality
- One day a week based at our Leeds office
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Key Deliverables
✔ Root cause analysis of customer data trends ✔ Continuous Follow-up on mitigations and results ✔ Enhancing our data-driven approach to compliance and service excellence
What You’ll Bring
We’re looking for curious and analytical problem solvers who thrive on:
- Proven experience in root cause analysis with a focus on deriving actionable insights
- A dedication to positive change, paired with agility in executing under tight deadlines
- Strong organisational skills and the ability to work independently while meeting priorities
- Exceptional communication skills—verbal and written—to collaborate, present findings, and influence teams
- Low frustration tolerance—whatever the challenge or data set, you push until you get answers
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Ideal Qualities
✅ Microsoft Excel mastery (Power BI experience is a big plus) ✅ Expertise in data-driven root cause analysis ✅ Hyper-detailed orientation alongside creative insight ✅ Strong awareness of Section 75 of the Consumer Credit Act is desirable but not essential
Why You’ll Love Working Here
Our benefits package reflects our commitment to flexibility and work-life balance, with options tailored to suit your lifestyle:
Core Offer
💵 Generous annual bonus scheme 📄 Hybrid working (balance of remote & office) 🎯 25 days off + bank holidays (+ possibility to buy/sell 5 extra days) ✔ Thorough wellbeing package including:
- Client-level health insurance with BUPA
- On-demand digital GP service
- 24/7 Emotional Wellbeing Support
- Annual wellbeing events and initiatives
Inclusivity & Being Yourself
At Novuna, we’re a Disability Confident Leader, committed to fostering an inclusive culture where everyone can thrive. If you have any adjustments to help you during the recruitment process—or simply want to chat—contact us directly.
PLEASE NOTE: This role may close early due to high applicant volume. Apply early to avoid disappointment!
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