Root Cause Analysis Consultant

Liberty (operating under the Standard Bank Group) is seeking a meticulous and analytical professional to join their Voice Branch team in Johannesburg. This role is pivotal for the Personal and Private Banking division, as it focuses on dissecting service failures to drive long-term operational improvements. The successful candidate will act as a bridge between data-heavy insights and actionable business strategy, ensuring that customer grievances are transformed into opportunities for systemic change.

About the role

As a Root Cause Analysis Consultant, you will be embedded within the customer service ecosystem. Your primary mission is to investigate why service failures occur, specifically targeting high-impact issues that pose a reputational risk to the organisation. By examining the intersection of people, processes, and banking systems, you will provide the insights necessary to prevent repeat failures.

You will be tasked with transforming raw complaint data into meaningful reports that influence management decisions. This is not just a data entry or reporting role; it requires a consultant’s mindset—someone who can formulate business cases, identify “quick wins,” and influence product owners to adopt better practices. You will ensure that your findings are not only accurate but also aligned with South African regulatory requirements and data protection standards.

What you’ll do

Your daily workflow will involve deep dives into service performance, with a specific focus on high-value complaints. Your responsibilities include:

• **Diagnostic Analysis:** Conducting comprehensive root cause analysis to identify the origin of service failures across various banking products and distribution channels.
• **Strategic Recommendations:** Developing clear, evidence-based recommendations for management to reduce customer dissatisfaction and optimise existing internal processes.
• **Stakeholder Engagement:** Collaborating with business unit managers and product owners to define reporting needs and ensure insights are understood and actioned.
• **Continuous Improvement:** Championing a culture of improvement within the Voice Branch by identifying process gaps and proposing innovative solutions.
• **Compliance & Governance:** Maintaining the highest standards of data integrity and ensuring that all analytical activities adhere to the relevant financial sector regulations.

What they're looking for

The ideal candidate possesses a mix of technical proficiency and soft skills suited for a fast-paced banking environment. You should have:

• **Academic Background:** A Bachelor’s degree or Advanced Diploma (NQF 7 or higher) in Commerce, Data Analytics, Statistics, or Information Systems.
• **Proven Experience:** Between 3 to 4 years of hands-on experience in data management and analysis, specifically within financial services operations.
• **Technical Expertise:** A strong command of root cause analysis techniques and a deep understanding of banking processes and distribution channels.
• **Critical Thinking:** The ability to move beyond surface-level symptoms to address underlying systemic issues.
• **Professional Competencies:** Proficiency in documentation, persuasion, and task management, alongside a collaborative attitude toward team working. Experience in contact centre environments or formal complaints management is highly valued.

In the South African financial sector, roles focused on customer experience and root cause analysis are increasingly critical as banks compete on service quality rather than just interest rates. A consultant in this field can expect a competitive salary package, often starting in the R500,000 to R750,000 per annum range depending on the depth of their technical expertise. Positions like this often serve as a stepping stone into senior management roles within operations, risk, or project management departments, providing a solid growth path for those who can successfully turn data into improved customer loyalty.

• Bachelor’s degree or Advanced Diploma (NQF 7 or higher) in a field related to the role, such as Business Commerce, Data Analytics or Statistics, or Information Systems

Experience Required:

• 3 to 4 years’ experience in data analysis, data management and tools within financial services operations, including applying root cause analysis techniques to process and control failures
• Proven analytical capability and critical thinking: interpreting complex data, testing assumptions, separating symptoms from causes and turning root causes into practical recommendations for senior stakeholders
• Strong working knowledge of banking processes, distribution channels and products, and how these shape customer experience
• Sound understanding of governance and regulatory matters as they relate to data and customer service, with strong risk identification and data integrity discipline
• Experience in customer complaints or contact centre environments will be advantageous

Behavioural Competencies:

• Interpreting Data and Providing Insights
• Exploring Possibilities and Generating Ideas
• Documenting Facts and Convincing People
• Following Procedures and Managing Tasks
• Taking Action and Producing Output
• Embracing Change and Team Working

Technical Competencies:

• Root Cause Analysis and Risk Identification
• Continuous Process Improvement
• Data Integrity
• Banking Process & Procedures
• Product and Services Knowledge
• Customer Understanding