RCA (Route Cause Analyst) Specialist

LET’S CUT STRAIGHT TO IT At Severn Trent, our people are at the heart of everything we do.

We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here.

Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

Our Comms team is on the lookout for a Route Cause Analyst Specialists to join their Executive Complaints Team for a 12 - month fixed term contract.

LET’S TELL YOU MORE We're on an exciting journey to transform how we learn from customer feedback.

With a renewed focus on delivering exceptional customer experiences, we're building a brand-new team dedicated to turning customer insights into meaningful change across our business.

As an RCA Specialist, you'll play a key role in analysing executive-level complaints, uncovering trends and identifying opportunities to improve the experiences we provide.

Working closely with our Data Insights Expert and colleagues across the business, you'll turn data-driven insights into clear actions that help us learn, improve and prevent issues from happening again.

You'll bring a naturally curious mindset, always asking "why?" and looking beyond the surface to understand the root causes behind customer concerns.

Through effective stakeholder engagement, you'll influence change and provide practical recommendations that make a real difference for our customers.

Confident facilitating workshops and collaborative problem-solving sessions, you'll work with teams across the organisation to investigate issues, challenge processes and uncover the insights needed to drive continuous improvement.

This is a 37-hour per week role, Monday to Friday.

We're flexible on your office base location provided it's within our region, though regular travel to our Coventry Head Office will be required.

HOW WE WORK You’ll join a caring culture that collaborates to achieve, grow, and develop.

Our employee engagement scores are among the highest globally in energy and utilities.

That’s why we value in-person moments to keep our culture alive but also understand the flexibility working from home can bring.

You’ll usually find us in the office, but working from home is supported when you need it.

WHAT WE’RE LOOKING FOR Strong analytical skills with the ability to interpret complex data and identify trends, patterns, and root causes.