Customer Insights Manager- Root Cause Analysis

Citizens Financial Group, Inc. • Pittsburgh, PA

45d

About The Position

We are seeking a strategic and analytical leader to drive enterprise-wide Root Cause Analysis (RCA) for banking complaints. This role is pivotal in identifying systemic issues, enhancing customer experience, and reducing operational and regulatory risk. The ideal candidate will lead cross-functional efforts to uncover complaint drivers, implement corrective actions, and influence strategic decision-making across business lines.

Requirements

• Strategic thinker with the ability to translate data into enterprise-level actions.
• Strong analytical skills and expertise in RCA methodologies.
• Proven leadership and influence across cross-functional teams.
• Deep commitment to customer advocacy and experience improvement.
• Solid understanding of banking operations, compliance, and risk frameworks.
• Excellent communication skills-verbal, written, and visual.
• Experience in change management and process transformation.

Nice To Haves

• 8+ years in banking, customer experience, or operational risk roles.
• 5+ years in leadership roles involving RCA, complaints management, or process improvement.
• Familiarity with regulatory complaint handling standards and enterprise reporting tools.

Responsibilities

• Develop and implement a structured RCA framework using proven methodologies (e.g., 5 Whys, Fishbone, Pareto).
• Conduct meetings to share thematic analysis of recurring complaints to identify systemic issues and trends.
• Align RCA taxonomy with enterprise standards to ensure consistency and traceability.
• Collaborate with Business Line Champions, Risk, Compliance, and QA teams to prioritize and resolve root causes.
• Attend and participate in monthly and quarterly Insights & Actions (I&A) forums to drive accountability and transparency.
• Effectively present data to business users at the Director/VP/Executive levels.
• Oversee development of dashboards and reporting tools to monitor RCA effectiveness and advocate performance.
• Integrate RCA insights into senior management and Executive -level reporting.
• Ensure compliance with internal complaint handling programs and external regulatory expectations.
• Partner with technology teams to embed RCA workflows into platforms such as ServiceNow and Data Marketplace.
• Drive automation and GenAI enhancements to improve complaint categorization and insight generation.

Benefits

• We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Management of Companies and Enterprises
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees