Role overview:

Root Cause Analyst
London
Currys London Campus at Waterloo / Hybrid Working
Permanent
Full Time
Grade 2

Salary - £28,500 per annum

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

Join Currys as a Root Cause Analyst and play a vital role within our FCA-regulated First Line of Defence function. Working as part of a specialist team, you'll use your analytical expertise to uncover trends, identify compliance risks, and turn complex data into meaningful insights that drive business performance. From analysing management information, complaints and customer feedback to producing impactful reports and presenting findings to a range of stakeholders, you'll help shape key decisions across our Insurance Business. This is an exciting opportunity for a detail-oriented analyst who enjoys solving problems, influencing change, and bringing data-driven stories to life.

Role overview:

As part of this role, you’ll be responsible for: 

• Analysing data from multiple sources, including compliance reports, complaints, customer feedback, dashboards, and KPIs, to identify trends and deliver actionable insights to business leaders.
• Conducting Root Cause Analysis (RCA) to identify underlying issues and recommend improvements that enhance customer outcomes, strengthen compliance, and support business performance.
• Producing and presenting clear, impactful reports and insights, effectively communicating findings to both internal teams and external stakeholders.
• Supporting championing the Voice of the Customer and drive continuous service improvement.
• Performing ad hoc analysis and investigations to identify emerging risks, opportunities, and areas for operational enhancement.
• Carrying out detailed complaints analysis to highlight recurring themes, customer pain points, and potential regulatory risks, helping to protect both customers and the business.

You will need:

• Analytical skills with proven experience using Root Cause Analysis (RCA) techniques, data interrogation, and statistical analysis to identify trends, risks, and opportunities.
• Advanced proficiency in Microsoft Excel (including Pivot Tables, Lookups, and Macros) and PowerPoint, with experience using Power BI to create meaningful insights and visualisations.
• Excellent communication and presentation skills, with the ability to clearly translate complex data into actionable recommendations for a variety of stakeholders.
• Highly organised with the ability to manage multiple projects and priorities simultaneously, delivering high-quality outputs within tight deadlines.
• Familiarity with AI tools.
• Experience working in a retail environment would be advantageous.

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Performance related bonus.
• Product discounts on the latest tech.
• A range of wellbeing initiatives.
• 25 days holiday plus public holidays.
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork).

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet. 

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.