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Complaint Root Cause Analysis

barclays.co.uk Logo

Barclays

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Location:
India , Gurugram

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Join us as a 'Complaint Root Cause Analysis' at Barclays, where you'll leverage advanced data and analytics to identify and address the root causes of customer complaints across BUK, including those referred to the Financial Ombudsman Service (FOS). You’ll conduct deep-dive investigations into complaint themes, drivers, and overturns to uncover systemic issues and drive improvements in customer outcomes. You’ll translate root cause analysis (RCA) and FOS insights into actionable change proposals, challenge the effectiveness of implemented actions, and ensure full compliance with DISP and FCA regulatory requirements. Working with our Product, Journey, Channel, and Operations teams, you’ll embed insight-led change initiatives, ensuring they are monitored and evaluated to support scaling where successful.

Job Responsibility:

  • Implement data quality process and procedures
  • Investigation and analysis of data issues related to quality, lineage, controls, and authoritative source identification
  • Execution of data cleansing and transformation tasks to prepare data for analysis
  • Designing and building data pipelines to automate data movement and processing
  • Development and application of advanced analytical techniques, including machine learning and AI, to solve complex business problems
  • Documentation of data quality findings and recommendations for improvement

Requirements:

  • Conducting deep-dive analysis and translating insights into change
  • Collaborating effectively across diverse stakeholder groups
  • Strong communication and interpersonal skills
  • Data-driven decision making and problem solving
  • Technical proficiency in coding (SQL, Python), modelling, and data visualisation (e.g. Tableau)
  • A strong control, governance and risk mindset

Nice to have:

  • Application of AI and machine learning to accelerate insight generation
  • Experience and knowledge of Agile ways of working
  • Experience in large-scale organisations and matrix environments
  • Influencing and driving change across wide-ranging teams
What we offer:
  • Wellness rooms
  • Gyms
  • Mental health support
  • Inclusive culture
  • Collaborative areas
  • Socialising
  • Sports
  • Community events
  • Volunteering

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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