Root Cause Analyst

Job Title: Root Cause Analyst

Department: Customer Experience

Job Overview

We are seeking a detail-oriented Root Cause Analyst to investigate customer complaints, service failures, and operational incidents, identify their underlying causes, and recommend sustainable corrective actions. The role focuses on driving continuous improvement through data analysis, process optimization, and automation initiatives, while working closely with Operations, Technology, Product, and Risk teams to enhance customer experience, operational efficiency, and regulatory compliance.

Key Responsibilities

• Analyze complaints, service failures, operational incidents, and customer feedback to identify underlying causes.
• Conduct detailed Root Cause Analysis (RCA) using structured methodologies.
  Perform trend analysis across complaints, customer feedback, call center interactions, and digital channels.
• Develop corrective and preventive action recommendations.
• Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities.
• Track implementation and effectiveness of action plans.
• Produce periodic root cause reports and dashboards.
• Work with business units to address process gaps and control weaknesses.
• Identify customer friction points throughout customer journeys.
• Support complaint reduction initiatives and service improvement programs.
• Escalate systemic risks and critical service failures to management.
• Participate in customer journey reviews and service redesign initiatives.
• Monitor effectiveness of implemented solutions and recommend further improvements.
• Support regulatory investigations related to customer complaints and service quality.
• Maintain root cause repository and lessons learned database.

Experience & Qualification Required

• 3-5 years of experience in: Complaint Management, Service Quality, Customer Experience, Operations, Process Improvement, Digital Banking, Experience in Root Cause Analysis, Quality Assurance, or Operational Excellence preferred.
• Banking, Digital Bank, Fintech, or Financial Services experience highly desirable.
• Bachelor's degree in Business Administration, Banking, Finance, Customer Experience, Management, or related discipline.
• Master's degree or MBA preferred.

Skills & Competencies

• Service Quality Management
• Quality Assurance Frameworks
• Customer Experience Management
• Complaint Analytics & Root Cause Analysis
• Voice of Customer (VoC)
• Customer Journey Mapping
• Performance Reporting & Dashboarding
• Data Analytics & Insights
• Stakeholder Management
• Process Improvement Methodologies
• Service Recovery Management
• Advanced Excel, Power BI

Raqami Bank is an equal opportunity employer. We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed.

Last date to apply: October 30, 2026.