Independent Root Cause Quality Consultant (Customer Advocacy) - Hybrid

M&T Bank•Baltimore, NY

13d•Hybrid

About The Position

The Root Cause & Action Planning Quality Team, part of the Complaint Program in Enterprise Operations, is dedicated to enhancing the customer experience. The team's mission is to ensure high-quality root cause analysis and action planning, leading to sustainable reductions in customer and employee issues while adhering to regulatory standards. Operating as internal consultants and coaches, the team analyzes thematic issues across numerous complaints rather than managing individual cases. They help business partners understand end-to-end processes and ensure solutions address fundamental root causes. The team is known for its collaborative spirit, curiosity, and commitment to quality, accountability, and coaching excellence. In this role, you will act as an Independent Root Cause Quality Consultant, partnering with business lines to improve the identification, evaluation, and execution of root causes and action plans. This position requires a deep understanding of root cause analysis at a practical level, with the ability to teach, challenge, and coach others. You will independently assess the quality of root causes and action plans developed by the business, provide clear and actionable feedback, and coach teams to improve problem definition, analysis depth, and data-supported solutions. You will also facilitate and coach leaders who are developing these skills, ensuring they can move beyond surface-level symptoms and prove their solutions have resolved the problems. The role operates within a highly regulated program, demanding a strong understanding of governance, risk management, accountability, and sustained execution. You will serve as an independent quality authority within the Complaint Program, verifying that root causes and action plans meet established governance standards before completion.

Requirements

Bachelor’s degree, or equivalent practical experience
3+ years of experience in process improvement, root cause analysis, or operational excellence
Demonstrated ability to perform deep root cause analysis (not symptom identification)
Comfort delivering feedback, challenging assumptions, and coaching business partners
Strong experience in business process improvement (not product development)
Proven facilitation and coaching experience with cross-functional teams
Naturally curious, customer-centric, and willing to challenge the status quo

Nice To Haves

Hands-on experience with DMAIC, Five Whys, Lean, or Six Sigma methodologies (any belt level a plus)
Experience working with customer or employee complaints, Voice of the Customer, or thematic issue analysis
Strong understanding of risk management, regulatory environments, and governance expectations
Experience in financial services or other highly regulated industries (preferred, not required)
Comfortable using data and emerging technologies (AI, Copilot, analytics tools) to drive insights
Demonstrate ability to articulate clear causal logic linking problem statements, root causes, and corrective actions

Responsibilities

Conduct independent quality assessments of root causes and action plans using an established governance framework.
Provide direct, constructive feedback and hands-on coaching to business partners when work does not meet quality standards.
Teach and reinforce proper root cause methodology (e.g., Five Whys, DMAIC, Lean/Six Sigma tools).
Ensure conclusions are supported by data and that action plans demonstrably eliminate the underlying issue.
Facilitate cross-functional discussions when similar root causes emerge across products or business lines.
Partner with the business during action plan development to ensure plans are actionable, measurable, and aligned to the true root cause.
Track progress through a centralized action-plan management system and ensure accountability for execution.
Partner with Office of the Customer and other stakeholders to assess the effectiveness of completed actions.
Establish clear expectations for ownership, timelines, and outcomes.
Prepare for and participate in Root Cause Forums, ensuring documentation meets quality standards.
Identify and communicate emerging complaint themes, trends, and systemic risks.
Collaborate with first-line risk partners to ensure awareness of high-risk complaint drivers.
Embed “The Way We Work” principles and continuous improvement practices across engagements.
Use data analysis to validate root causes, confirm improvement, and guide decision-making.
Leverage emerging technologies, including AI and Copilot tools, to identify patterns and improve insights.
Apply process mapping, journey mapping, and value-chain analysis to understand end-to-end processes.
Develop and maintain reporting, dashboards, and quality metrics to track root cause quality, action plan effectiveness, recurrence trends, and overall program health.
Translate qualitative assessments into clear, data-driven insights for leaders, governance forums, and continuous improvement prioritization.
Apply AI responsibly as an accelerator of insight while ensuring strong human judgment, analytical rigor, and governance remain central to decision-making.
Contribute to the ongoing development, refinement, and calibration of RCA quality standards, rubrics, and governance expectations to ensure consistency and alignment across the enterprise.