Customer Experience and Data Analyst
Customer Experience and Data Analyst
Posted on :
30-04-2025
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1 Vacancy
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Job Description
Our client is one of the leading telecommunication companies. They are in their growth phase and are looking to hire a Customer Experience and Data Analyst to help uncover insights that drive better engagement retention and customer satisfaction.
Role Overview:
The Customer Experience & Data Analyst will be responsible for dissecting the customer journey identifying bottlenecks and opportunities and turning data into actionable insights that enhance our overall experience.
The Ideal candidate will collaborate with teams across marketing product and support to design experiments track results and improve how we onboard engage and retain our customers.
Key Responsibilities:
Customer Journey MappingMap the endtoend customer experience across all touchpoints from acquisition to onboarding to retention. Identify points of friction and propose clear solutions.Data Analysis & ReportingDive into customer data to uncover trends and behaviours that affect engagement retention and churn. Build and maintain dashboards and reports that inform decisions across the company.Campaign & Experiment DesignDesign experiments and engagement campaigns (educational content incentives onboarding flows) to test hypotheses about how we can improve customer experience. Collaborate with relevant teams to implement them.Collaboration & CommunicationWork crossfunctionally with Product Marketing and Customer Support to translate insights into improvements. Communicate findings in a clear nontechnical way to enable action.InsightDriven ImprovementsTranslate raw data into clear insights that lead to product and process improvements. You will be the voice of the customer backed by data.
Key Success Metrics:
Your performance will be measured by:
- Customer Engagement Increase in product adoption metrics (e.g. call volume repeat usage).
- Onboarding Efficiency Decrease in timetovalue and dropoff rates.
- Retention Rate Measurable improvement in customer retention and reduced churn.
- Experiment Success Number of experiments run and positive impact from resulting changes.
- InsighttoAction Ratio Frequency and quality of insights leading to implemented improvements.
Requirements:
- 3 years of experience in data analysis business intelligence or customer experience roles.
- Proficiency in data analysis tools (e.g. Excel SQL Python or Tableau).
- Strong analytical and critical thinking skills you connect the dots fast.
- Experience creating and presenting reports to crossfunctional teams.
- Passion for improving customer experience and understanding customer psychology.
- Excellent communication skills you can simplify complex data for any audience.
Benefits
- Shape the experience of thousands of business owners using our platform.
- Be the insight engine that drives real change across the company.
- Work in a fastpaced collaborative and impactfocused startup environment.
- Competitive salary and performancebased incentives.
- Help us redefine how customer conversations are managed in Africa.
Employment Type
Full Time
Key Skills
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