Customer Experience Analyst

Placements24; Pretoria; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical benefits

Retirement benefits

Professional growth

Advanced analytical tools training

Wellness programs

Company-sponsored training

Public transport nearby

Job summary

Placements24 partners with a leading financial services institution in Pretoria to hire a meticulous Customer Experience Analyst. You will analyze customer data to identify trends, pain points and opportunities to improve satisfaction and loyalty.

You will develop dashboards tracking key metrics (NPS, CSAT, CES), map customer journeys, and collaborate with Product, Marketing, Operations and IT to implement customer-centric initiatives.

Qualifications

• Bachelor's degree in Business, Statistics, Marketing or a related quantitative field.
• Minimum 3 years of experience as a Customer Experience Analyst or similar role.
• Strong analytical and quantitative skills to interpret complex data.
• Proficiency in Excel, SQL, R or Python; experience with Tableau or Power BI.

Responsibilities

• Collect and analyze customer feedback from surveys, reviews and support interactions.
• Develop and maintain dashboards to track NPS, CSAT and CES.
• Identify drivers of satisfaction and dissatisfaction, providing actionable insights.
• Map customer journeys and identify improvements and optimization opportunities.
• Collaborate with Product, Marketing, Operations and IT to implement CX initiatives.
• Conduct root cause analysis for complaints and service failures.
• Present findings and recommendations to management and teams clearly.
• Support the development of a customer-centric culture across the organization.

Skills

Analytical mindset

Data analysis

SQL

Python

R

Excel

Tableau

Power BI

Education

Bachelor's degree in a quantitative field

Tools

SQL

Tableau

Power BI

Excel

Job description

About the Role

Our client, a leading financial services institution, is seeking a meticulous and analytical Customer Experience Analyst to join their innovative team in Pretoria, Gauteng. This role is crucial for understanding and enhancing the customer journey across all touchpoints. The ideal candidate will possess strong analytical skills, a keen eye for detail, and a passion for data-driven decision-making to improve customer satisfaction and loyalty. You will be responsible for collecting, analyzing, and interpreting customer data to identify trends, pain points, and opportunities for improvement. This position offers a challenging yet rewarding opportunity to shape customer interactions within the organization, working closely with various departments to implement customer-centric strategies in Pretoria, Gauteng. We are looking for a proactive professional eager to contribute to a culture of excellence.

Key Responsibilities

• Collect and analyze customer feedback from various sources, including surveys, reviews, and support interactions.
• Develop and maintain dashboards and reports to track key customer experience metrics (e.g., NPS, CSAT, CES).
• Identify key drivers of customer satisfaction and dissatisfaction, providing actionable insights to stakeholders.
• Map current customer journeys and identify areas for improvement and optimization.
• Collaborate with cross-functional teams (Product, Marketing, Operations, IT) to implement customer experience initiatives.
• Conduct root cause analysis for customer complaints and service failures.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Assist in the design and execution of customer surveys and research initiatives.
• Present findings and recommendations to management and relevant teams in a clear and concise manner.
• Contribute to the development of a customer-centric culture throughout the organization in Pretoria, Gauteng.

Requirements

• Bachelor's degree in Business, Statistics, Marketing, or a related quantitative field.
• Proven experience (minimum 3 years) as a Customer Experience Analyst, Data Analyst, or similar role.
• Strong analytical and quantitative skills, with the ability to interpret complex data sets.
• Proficiency in data analysis tools such as Excel, SQL, R, or Python.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Excellent understanding of customer journey mapping and customer feedback methodologies.
• Strong written and verbal communication skills, with the ability to present findings effectively.
• Detail-oriented with a commitment to accuracy and quality.
• Ability to work collaboratively in a hybrid environment.
• Familiarity with the financial services sector is a plus.
• Must be located in or able to commute to Pretoria, Gauteng.

Benefits

• A competitive annual salary of R.
• Hybrid work arrangement, offering a balance between office collaboration and remote flexibility in Pretoria, Gauteng.
• Comprehensive medical and retirement benefits.
• Opportunities for professional growth and development in the field of CX.
• Access to advanced analytical tools and training.
• A collaborative and innovative work environment.
• Generous paid time off.
• Employee wellness programs.
• Company-sponsored training and certifications.
• Proximity to public transport and amenities.