Do you love digging into data to uncover what's really going on? Does solving problems and improving customer experiences give you a buzz? If Excel, analysis, and meaningful change are your thing — we'd love to hear from you.
If your answer is 'yes' then keep reading.
Please note this role is Leeds based and will require attendance on site 1-2 days per week.
Who we are.
From interest-free credit to Buy Now, Pay Later, over 3,000 leading retailers trust us to provide fast, flexible and responsible finance solutions for their customers. At Novuna Consumer Finance, we offer finance for lots of life's key purchases, including home furnishings and improvements, special jewellery, leisure services, healthcare, as well as electronics and appliances.
What you'll do.
You'll dive into customer complaints, claims and key data to uncover what's really going on. Working closely with the Customer Care Operations & Insight Manager, you'll use your root cause analysis to spot meaningful trends and help the business understand how external factors or our own processes shape customer experiences. You'll team up with colleagues across the business to turn your findings into real change, supporting the full root cause journey and helping us make things better for both our staff and our customers. You'll also spend one day a week working from our Leeds office.
You'll also:
Measure 'Consumer Duty', to ensure all customer experiences are effective
Manage and follow up on actions to address any underlying issues
Present your findings in key business meetings, sharing what you've learned and driving the actions needed to move things forward
What you'll bring.
You'll bring root cause analysis experience and a natural curiosity to dig into the ‘why' behind customer contacts. You'll be driven to make a real difference, with strong organisational skills and the confidence to work on your own initiative to hit deadlines. You'll enjoy building great relationships and sharing what you find, using your influence to help teams take action and create positive change. Additionally, knowledge of Section 75 of the Consumer Credit Act (CCA) would be advantageous.
You'll be a great fit if you:
Are a confident communicator, both verbally and in writing
Have strong Excel skills (Power BI experience would be a bonus)
Can analyse data in line with root cause requirements
Have excellent attention to detail
What can we offer you?
Our benefits package is designed with flexibility in mind, allowing you to customise it to meet your unique needs. Whether you're focused on your health, financial security, or simply want to enhance your lifestyle, we offer a variety of options to support you.
Our offer to you includes:
An excellent bonus scheme
Hybrid working
25 days' holiday, plus bank holidays and the option to buy/sell 5 days
Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
Being yourself.
At Novuna, we're a Disability Confident employer, dedicated to creating an inclusive workplace where everyone can be themselves and thrive. If you need any adjustments to support you during the recruitment process, please reach out to us directly.
Please note: This vacancy may close earlier than the advertised closing date if we receive a high volume of applications. We encourage you to apply as soon as possible to avoid disappointment.
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