IDFC FIRST Bank is looking for an Analyst specializing in Root Cause Analysis (RCA) for Customer Experience to help improve service quality across banking touchpoints. The role focuses on uncovering the underlying causes of complaints and escalations, turning findings into actionable recommendations that reduce issues and improve customer satisfaction.

• Conduct root cause analysis of customer complaints and escalations across banking touchpoints
• Identify recurring process gaps, risks, and inefficiencies in people, processes, and technology
• Develop and present corrective and preventive action plans to senior stakeholders
• Maintain a repository of findings, recommendations, and follow-up status
• Support dashboards and reports to track improvement metrics over time
• Collaborate with product, operations, and technology teams on policy and product changes
• Participate in reviews and audits to ensure compliance and quality
• Assist in training and knowledge-sharing sessions on RCA insights

• Strong analytical thinking and root cause analysis skills
• Proficiency in data analysis with MS Excel and basic SQL
• Experience with data visualization tools such as Power BI or Tableau
• Excellent communication and collaboration skills
• Knowledge of banking products is advantageous

• Vibrant learning environment with exposure to digital banking initiatives
• Clear roadmap for career advancement to Senior Analyst and beyond
• Competitive compensation package with performance-linked incentives
• Work-life balance and support for fresh talent