Digital Channel Analyst

• Monitor digital channels daily to ensure availability performance and seamless customer journeys.
• Track and report channel KPIs (leads conversions drop-offs errors turnaround time).
• Log troubleshoot and escalate incidents; follow through to resolution with IT and relevant teams.
• Investigate transaction or journey failures and coordinate fixes with appropriate stakeholders.
• Support data collection validation and reporting to ensure accuracy and reliability of insights.
• Build and maintain dashboards and reports using Power BI SQL and Excel to support decision-making.
• Ensure the Affiliate Program runs effectively (tracking attribution partner support issue resolution).
• Maintain documentation (SOPs issue logs recurring issues and root cause analysis).

Job Requirement

• 35 years experience in digital channel operations sales operations analytics or a similar role.
• Mid-level SQL (joins aggregations filtering data validation).
• Mid-level Excel (pivots lookups reconciliation; Power Query is a plus).
• Mid-level Power BI (dashboards basic DAX refresh monitoring).
• Strong problem-solving attention to detail and stakeholder management skills.
• Ability to translate business issues into clear technical requirements/tickets.
• Experience in fintech/lending journeys affiliates/referral programs and funnel analytics.
• Familiarity with ticketing tools (e.g. Jira/ServiceNow) and CRM platforms.

Required Knowledge Skills & Competencies:

• Bachelors degree in computer science Statistics business administration Operations or any related field.
• 3 years of experience in data analytics process improvement or operations within the financial services industry.
• Experience with data visualization tools (e.g. SQL Tableau Power BI)
• Experience with process improvement methodologies.
• Strong understanding of statistical analysis and data modeling.
• Excellent understanding of digital channel operations and customer experience principles within the financial services industry.
• Knowledge of Digital channels; Web portal USSD and WhatsApp channel platforms and technologies
• Experience with analytics and performance metrics.