Root Cause and Customer Journey Lead

Customer Journey and Root Cause Lead

Contract Type: Permanent | Full Time

Location Bradford or Chatham.

Working Pattern: Hybrid—Minimum one day a week in the office. Flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities.

What We Offer

We don't just care about your work, we care about your health, wellbeing and life outside your working hours. That’s why we offer we offer flexibility, empathy, and a wide range of resources to help you navigate life’s ups and downs and feel your best. We encourage you to take ownership of your work-life blend, support others and make time to prioritise your wellbeing, our benefits include:

• Holidays: 25 days of annual leave (rising to 30 with service), and tailor your time off by buying or selling up to 5 extra days. Plus, with our flexible bank holiday policy, you can swap up to 4 days to celebrate what matters most to you—whether that’s skipping Easter or switching up your Christmas plans.
• Pension: We’ll boost your future with up to 10% employer contributions—because your tomorrow matters
• Enhanced Leave: Enhanced maternity (post-probation) and 4 weeks paternity leave to paid neonatal and carers leave – we’ve got your back when it matters most.
• Workations: Why not take your laptop somewhere sunny? Work abroad for up to 20 days a year in approved countries. Yes, really.
• Paid Birthday Leave: Your birthday, your rules—take the day off and celebrate in style!
• Volunteering: 2 paid days a year to volunteer for a cause close to your heart.
• Learning & Development: Access to LinkedIn Learning for all colleagues – because your growth matters.
• Financial Wellbeing: Stay on top of your finances with a free Snoop Premium subscription.
• Healthcare: Take care of your wellbeing with our easy self-pay Denplan scheme for dental care and feel confident knowing you can also choose Private Medical Insurance for extra reassurance when it matters most.

The Role

We're looking for a passionate and analytical individual to join our team as a Root Cause and Customer Journey Lead. In this role, you'll drive improvements in both colleague and customer experience by identifying and addressing the root causes of complaints, customer feedback and service issues. You'll use data-driven insights, customer journey mapping, and stakeholder engagement to influence meaningful change across the business — ensuring our customers are always at the heart of what we do.

You and your Team

You’ll be joining a passionate team that’s dedicated to making a real difference. We work at the heart of the business, using data, insight, and collaboration to uncover the root causes of customer pain points and drive meaningful change. We’re curious, supportive, and always looking for ways to improve — not just processes, but the experience our customers and colleagues have every day. If you’re someone who thrives on problem-solving, enjoys working with others, and wants to see the impact of your work, you’ll fit right in.

As a Root Cause and Customer Journey Lead, you will:

• Conduct root cause analysis of customer feedback and complaints data, applying established tools and methodologies to identify underlying issues and emerging trends that impact customer experience.
• Accurately presents data, findings, and recommendations to key stakeholders, ensuring insights are clear, actionable, and aligned with strategic objectives.
• Own the end-to-end management of Root Cause actions, ensuring timely and effective resolution of key issues, while tracking associated improvement initiatives to closure.
• Champion the customer by using feedback to highlight areas for Vanquis Customer Experience to be improved.
• Support the ongoing development of the customer journey and feedback frameworks.
• Recommend Root Cause focus areas based on insights and business priorities.
• Review Root Cause documentation to ensure accuracy and maintain audit trails.
• Escalate compliance or financial risks identified through complaints or friction points.
• Help enhance complaint quality assurance and ensure compliance with standards.
• Guide operational teams in implementing changes and reviewing post-implementation impact.
• Support the Customer Experience Manager in embedding a customer-first mindset across the business.
• Follow departmental processes to ensure policy compliance.

What We’re Looking For

• Minimum of GCSEs (or equivalent) in English and Maths at grade C/4 or above
• Experience working within a Root Cause role is essential
• Experience in analysing multiple and large data sets to produce meaningful themes and trends
• Experience in creating and presenting reports to senior stakeholders to drive understanding and decision making
• Confidence to challenge current processes and drive improvements
• Experience within a regulatory environment is essential
• Previous experience within Financial Services is beneficial
• Proficient in Microsoft Applications and other data analyst tools (SQL, Power BI, Excel, PowerPoint, Word, Outlook)

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who we are

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.7 million UK customers. We see ourselves as the bank that’s got your back.

Vanquis has been named one of the Financial Times UK’s Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. We are proud signatories of the Armed Forces Covenant and actively support the Armed Forces community, including veterans, reservists, and military families.

We take care of our colleagues as well as our customers, we are creating a workplace where everyone feels connected, valued, empowered and rewarded– all guided by our four core values – caring for people, pulling together, finding better ways and getting the right things done.

Rewarding our colleagues goes beyond pay. We’re building a culture where everyone feels valued, motivated, and proud. Alongside competitive salaries, we offer meaningful benefits, annual salary reviews, a discretionary bonus scheme and evolving recognition.

We care about your career and ambitions just as much as you do, offering tools, guidance and opportunities to help you grow. Take ownership, stay curious and we’ll match your ambition with unique experiences, hands-on learning and tailored development to support your career journey.

Equal Opportunities

Vanquis Bank is an Equal Opportunity Employer. We embrace everyone’s unique strengths and identities. No matter your background, identity, or experience, you are welcome here. We believe diversity enriches our teams and helps us better support our customers.

If there’s anything we can do to support you during the recruitment process—whether that’s a different format of the application or additional assistance—please contact us at [email protected].