Service Excellence Analyst

Job description

About the Role At RAC, we are focused on consistent improvement across the board to ensure efficient processes to deliver a positive and consistent member experience. As a Service Excellence Analyst within Sales & Member Service, you’ll go beyond surface level fixes to uncover what’s really driving performance, and design improvements by connect ing the points a cross data, feedback and operations, and turn that into meaningful, measurable change. What you’ll be doing: - Lead root cause analysis to uncover systemic issues and prioritise improvement opportunities - Interpret data and results and translate that into the story of what can be improved - Partner with key stakeholders t o design and implement continuous improvement initiatives - Monitor and track feedback channels including complaints and co mpliments, internal insights and quality assurance results with a regulatory lens - Drive process and knowledge improvements, identifying breakdowns in workflows, content gaps and inefficiencies - Establish and maintain structured reporting and governance, ensuring visibility of trends, risks and improvement progress W hat you’ll bring: - Experience in Business Analytics, continuous...