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 connecting the points across 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 to design and implement continuous improvement initiatives 
• Monitor and track feedback channels including complaints and compliments, 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 

What you’ll bring 

• Experience in Business Analytics, continuous improvement, or operational performance roles 
• Strong analytical capability with the ability to translate data into clear and actionable improvements 
• Experience working with complaints and compliance frameworks, with an understanding of regulatory requirements 
• Proven ability to identify root causes and drive sustainable improvements 
• Confidence working cross-functionally and influencing stakeholders without direct authority 
• Experience working in frontline environments, contact centres and branch networks, with an understanding of customer-facing operations and service delivery. 
• Exposure to Lean, Six Sigma or similar improvement methodologies (desirable) 

Why join RAC? 

You’ll play a key role in ensuring we’re not just collecting data but learning from it, acting on it, and improving because of it. Join RAC and help us lift performance, strengthen capability and deliver better experiences for our members. 

What Can We Offer You? 

A career at RAC is more than just a job. We’re committed to creating an environment that supports growth, wellbeing and inclusion. You’ll also enjoy: 

• Access to exclusive RAC member benefits 
• Flex@RAC – our flexible working program 
• A strong Diversity & Inclusion strategy 
• Generous insurance discounts and free roadside assistance 
• In-house health and wellness programs 
• Competitive salary + super, with the option to purchase additional leave 
• A vibrant Social Club with over 900 members 

Click APPLY NOW and submit your CV outlining what you can bring to the team. 

Applications close: COB Friday 22nd May 2026 
 

RAC reserves the right to close this vacancy early. 

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