Independent Root Cause Quality Consultant; Customer Advocacy - Hybrid

About the Team:

The Root Cause & Action Planning Quality Team sits within the Complaint Program in Enterprise Operations and plays a critical role in improving the customer experience across the enterprise. Our mission is to drive consistent, high‑quality root cause analysis and action planning that leads to sustainable reductions in customer and employee pain points – while meeting regulatory expectations. We operate as internal consultants and coaches to the business.

Rather than owning individual complaints, we analyze thematic issues across hundreds of complaints, helping business partners uncover what’s really happening within end‑to‑end processes and ensuring solutions address true root causes, not symptoms. Our team is highly collaborative, deeply curious, and widely recognized for setting the standard for quality, accountability, and coaching excellence.

As an Independent Root Cause Quality Consultant, you will partner with business lines across the organization to improve how root causes and action plans are identified, evaluated, and executed. This role requires someone who truly understands root cause analysis at a practitioner level – and can teach, challenge, and coach others to do it well. You will independently assess the quality of root causes and action plans developed by the business, provide clear and actionable feedback, and coach teams toward stronger problem definition, deeper analysis, and data‑supported solutions.

In many cases, you will facilitate and coach leaders who are still building this skillset, ensuring they understand how to get beyond surface‑level symptoms and demonstrate that their solutions eliminated the problem. This role sits within a highly regulated program, requiring a strong appreciation for governance, risk management, accountability, and sustained execution. You will serve as an independent quality authority within the Complaint Program, ensuring root causes and action plans meet established governance standards before being accepted as complete.

• Root Cause Quality &
  
  Coaching:
  
  Conduct independent quality assessments of root causes and action plans using an established governance framework. Provide direct, constructive feedback and hands‑on coaching to business partners when work does not meet quality standards. Teach and reinforce proper root cause methodology (e.g., Five Whys, DMAIC, Lean/Six Sigma tools). Ensure conclusions are supported by data and that action plans demonstrably eliminate the underlying issue.
  
  Facilitate cross‑functional discussions when similar root causes emerge across products or business lines.
• Action Planning & Execution: Partner with the business during action plan development to ensure plans are actionable, measurable, and aligned to the true root cause. Track progress through a centralized action‑plan management system and ensure accountability for execution. Partner with Office of the Customer and other stakeholders to assess the effectiveness of completed actions. Establish clear expectations for ownership, timelines, and outcomes.
• Insights, Forums & Risk Awareness: Prepare for and participate in Root Cause Forums, ensuring documentation meets quality standards. Identify and communicate emerging complaint themes, trends, and systemic risks. Collaborate with first‑line risk partners to ensure awareness of high‑risk complaint drivers. Embed “The Way We Work” principles and continuous improvement practices across engagements.
• Tools, Data & Innovation: Use data analysis to validate root causes, confirm improvement, and guide decision‑making. Leverage emerging technologies, including AI and Copilot tools, to identify patterns and improve insights. Apply process mapping, journey mapping, and value‑chain analysis to understand end‑to‑end processes.
• Reporting, Dashboards & Quality Analytics: Develop and maintain reporting, dashboards, and quality metrics to track root cause quality, action plan effectiveness, recurrence trends, and overall program health. Translate qualitative assessments into clear, data‑driven insights for leaders, governance forums, and continuous improvement prioritization.
• AI –…