Root Cause Analyst

At Abri, we believe every customer interaction is an opportunity to learn, improve and create better services. We're looking for a naturally curious and analytical Root Cause Analyst who is passionate about understanding what matters most to our customers and turning insight into meaningful action.

We've recently completed a podcast with Housing Ombudsman which explains how we use Root Cause Analysis (RCA) to identify underlying issues, improve services and create lasting organisational learning. You can find out more about what we do - Podcasts ¦ Housing Ombudsman Service

This role is about much more than analysing data or investigating complaints. It's about seeing our organisation through the eyes of our customers and colleagues, understanding why issues occur and working collaboratively to deliver lasting improvements. Rather than treating symptoms, you'll uncover the underlying causes, helping us make changes that genuinely enhance the customer experience.

Working as part of our Business Engagement & Service Improvement Team, you'll use customer feedback, complaints, operational data and performance insight to identify patterns and trends that highlight opportunities for improvement. By bringing together information from multiple sources, you'll build a clear picture of the customer journey and residents' lived experiences, enabling informed, evidence-based decisions.

You’ll work closely with colleagues across the business to explore findings, challenge thinking and shape practical recommendations that lead to positive change. Using customer journey mapping and LEAN methodologies, you’ll help embed a culture of continuous improvement, ensuring learning is shared and improvements are consistent, sustainable and centred around our customers.

We're looking for someone who enjoys asking questions, connecting the dots and looking beyond individual issues to understand the bigger picture. You’ll be confident interpreting data and insight, able to communicate complex findings in a clear and engaging way, and comfortable influencing stakeholders at all levels. Most importantly, you’ll be motivated by making a genuine difference to the services we provide for our residents and colleagues.

In return, you’ll join a supportive team that values curiosity, collaboration and innovation. This is an opportunity to influence meaningful change across the organisation, helping ensure that the voices of our residents shape the way we continuously improve.

We offer flexible working, so you can work from home and collaborate with colleagues in person at least three times a week at one of our offices in Eastleigh (SO50 6AD
), Bracknell (RG12 1RF
), or Yeovil (BA22 8WN
).

If you're passionate about understanding customer experiences, solving problems at their source and using insight to create lasting improvements, we'd love to hear from you.

We’ll review and interview suitable candidates as they apply. If we receive enough applications, we'll close the advert early so be sure to apply today so you don’t miss out!