Job Description

The Sr. Root Cause Analyst leads the investigation of complex customer complaints, dealer escalations, and systemic issues impacting customer experience and operations. This role uses advanced data analysis, reporting, and root cause methodologies to identify trends, determine key drivers, and implement effective corrective actions. Partnering cross-functionally across internal teams and external partners, the Sr. Root Cause Analyst delivers clear, actionable insights that support data-driven decision making, improve processes, and ensure compliance. This role plays a key part in driving continuous improvement and enhancing overall customer satisfaction.

This is a Hybrid position. Must have reliable transportation and live within a commutable distance to Dallas, TX

Responsibilities:

• Leverage advanced analytics to mine, process, and analyze data using SQL, Python, R, SAS, Power BI, Excel, and other BI tools to support root cause and performance analysis
• Ensure timely, accurate, and well-documented RCA investigations involving customer complaints, dealer escalations, buybacks, and systemic issues
• Coordinate and lead the end-to-end RCA process, including intake, prioritization, and execution across key business areas
• Apply data mining, statistical analysis, and RCA methodologies to identify trends, anomalies, and key drivers impacting customer experience, operations, and compliance
• Build, validate, and maintain predictive models, dashboards, and reporting to monitor recurring issues, emerging risks, KPIs, and process gaps
• Present concise, actionable insights and recommendations to senior leadership to support data-driven decisions and corrective actions
• Analyze portfolio and operational trends, resolving data quality issues to ensure accurate, reliable, and timely insights
• Partner cross-functionally with external partners to validate data and implement corrective measures, including database and dataset support
• Maintain and protect confidential consumer information in compliance with company policies and regulatory requirements
• Perform other duties as assigned

Required Experience:

• Minimum of five (5) years of experience in data/business analysis with a focus on root cause analysis and complex problem solving
• Strong proficiency in data tools (Excel, Power BI, SQL, Python, R, SAS or similar) and reporting
  
  Experience using data and statistical methods to drive insights and business decisions
• Excellent communication and stakeholder management skills, with the ability to present findings and influence outcomes
• Proven ability to manage complex issues with sound judgment and professionalism
• Detail-oriented, highly organized, and able to prioritize work in a fast-paced environment

Preferred:

• Prior auto finance, finance or captive industry experience

Education:

• Bachelor’s degree in mathematics, statistics, economics, computer science, finance, or other quantitative field, or equivalent experience

Additional:

• Overtime required on an as needed basis
• Travel 0 - 10% as required on an as needed basis

Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule

• 8 am – 5 pm / Monday – Friday with required in office days throughout the week

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees with an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.