Building a career in customer experience analytics within the banking sector offers long-term relevance, stability, and strong growth. The Analyst – RCA (Customer Experience) role at is designed for graduates and early-career professionals who want to work on root cause analysis, process improvement, and customer journey optimization in a modern, customer-centric banking environment. This role plays a critical part in improving service quality, reducing escalations, and strengthening trust across the customer lifecycle.
Company Snapshot
IDFC FIRST Bank is a customer-focused private sector bank in India known for its digital-first approach, transparent products, and strong emphasis on service quality. The bank combines traditional banking with technology-driven processes to deliver consistent customer experiences across channels. Working here provides exposure to retail banking operations, customer analytics, compliance, and service excellence frameworks.
Role Overview – Analyst, RCA (Customer Experience)
The Analyst – Root Cause Analysis (RCA) role focuses on identifying why customer issues occur and ensuring that permanent solutions are implemented. Instead of handling complaints individually, this role looks at patterns, systemic gaps, and process failures across people, process, and technology.
Key role details
- Position: Analyst – RCA (Customer Experience)
- Qualification: Graduate in any discipline
- Experience: 0–2 years
- Employment Type: Full-time
- Location: Navi Mumbai, Maharashtra, India
- Domain: Customer Experience / Process Analytics / Banking Operations
Role Purpose and Business Impact
The primary objective of this role is to reduce repeat customer complaints and escalations by addressing root causes rather than symptoms. Insights generated by RCA Analysts directly influence policy changes, process redesign, and service delivery improvements, making this a high-impact role within banking operations.
By improving customer experience at scale, this role supports retention, regulatory compliance, and brand reputation.
Key Responsibilities
- Conduct root cause analysis of customer complaints and escalations across channels
- Identify recurring issues, risks, and gaps across people, process, and technology
- Recommend corrective and preventive actions to reduce future escalations
- Review and benchmark internal processes against industry best practices
- Collaborate with product, operations, and process teams on service improvements
- Maintain strong understanding of banking products and customer journeys
- Translate findings into actionable insights for leadership and stakeholders
Skills and Attributes Required
- Strong analytical and problem-solving skills
- Ability to identify inefficiencies and process gaps with attention to detail
- Clear written and verbal communication for cross-team collaboration
- Understanding of customer lifecycle and service delivery frameworks
- Structured thinking and data-driven decision making
- Ability to work with multiple stakeholders in a regulated environment
These skills are highly transferable across banking, fintech, operations analytics, and consulting roles.
Who Can Apply
- Fresh graduates looking to enter banking or customer analytics roles
- Candidates with up to 2 years of experience in customer service, operations, RCA, or process review
- Individuals interested in customer experience, quality improvement, and operational excellence
- Professionals comfortable working with data, processes, and cross-functional teams
Prior banking experience is preferred but not mandatory for candidates with strong analytical aptitude.
Work Environment and Learning Culture
The role operates in a structured banking environment with strong focus on process governance, compliance, and continuous improvement. Analysts receive exposure to real customer data, internal audits, and service frameworks while working closely with experienced operations and product teams. This environment helps build discipline, analytical maturity, and stakeholder management skills.
Career Growth Opportunities
Starting as an Analyst – RCA can lead to roles such as:
- Senior Analyst – Customer Experience
- Process Excellence or Quality Analyst
- Operations or Service Delivery Manager
- Customer Experience Manager
- Product Operations or Risk Analytics roles
Experience in RCA is highly valued across banks, NBFCs, fintech firms, and consulting organizations.
Why This Role Is Career-Strong
- High relevance in customer-centric banking and fintech ecosystems
- Builds strong foundations in analytics, process improvement, and stakeholder management
- Direct exposure to decision-making and service optimization
- Clear growth path into analytics, operations, and leadership roles
- Skills remain valuable even outside the banking sector
Selection Process
- Online application and resume screening
- Interview focused on analytical thinking, RCA approach, and communication
- Discussion around customer scenarios and process improvement examples
- Final HR or stakeholder interaction
Candidates who can clearly explain how to identify root causes and propose structured solutions tend to perform well.
How to Apply
The Analyst – RCA (Customer Experience) role at IDFC FIRST Bank is a strong opportunity for candidates seeking a meaningful, long-term career in banking analytics, customer experience, and operational excellence.
