Customer Experience Analyst - Data-Driven Insights

Placements24; Pretoria; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Base salary

Medical + retirement

Hybrid work

Professional development

Career progression

Job summary

Placements24 in Pretoria, Gauteng, is seeking a meticulous Customer Experience Analyst to help improve the end-to-end customer journey through data analysis and insights. You will gather and report on feedback, behavior, and satisfaction metrics, translating findings into concrete improvements across marketing, product, and customer service teams in a hybrid work setup.

The role requires a quantitative background, strong skills in Excel/SQL/Tableau/Power BI, and the ability to communicate

Qualifications

• Bachelor's degree or higher in a quantitative field.
• Proven experience as a Data/Business Analyst focusing on CX.
• Strong analytical skills with Excel/SQL/Tableau/Power BI.
• Solid understanding of statistics and data visualization.
• Ability to communicate complex findings to technical and non-technical audiences.
• Experience with customer feedback platforms is advantageous.
• Hybrid role in Pretoria, Gauteng.
• Detail-oriented with strong organizational skills.
• Experience in financial services is a plus.

Responsibilities

• Collect and analyze customer data from surveys, feedback forms, transaction history, and website analytics.
• Identify key trends, patterns, and correlations in customer behavior and feedback.
• Develop and maintain dashboards and reports to visualize customer experience metrics.
• Translate complex data into clear, concise, and actionable recommendations for business stakeholders.
• Conduct root cause analysis for customer satisfaction issues and propose solutions.
• Collaborate with product and service teams to implement improvements based on data insights.
• Monitor the impact of implemented changes on customer satisfaction and business outcomes.
• Stay abreast of industry best practices in customer experience analysis and data analytics.
• Present findings and recommendations to management and cross-functional teams.

Skills

Excel

SQL

Tableau

Power BI

Statistics

Data visualization

Communication

Education

Bachelor's degree in Statistics, Mathematics, Economics, Business Analytics, or related field

Tools

Tableau Server

Power BI Desktop

Job description

About the Role

Our client, a leading provider of integrated financial services, is seeking a meticulous and analytical Customer Experience Analyst to join their growing team in Pretoria, Gauteng . This role is crucial for understanding and improving the end-to-end customer journey through data analysis and actionable insights. You will be responsible for gathering, analyzing, and reporting on customer feedback, behavior, and satisfaction metrics to identify areas for enhancement. Working within a hybrid model, you will collaborate closely with cross-functional teams, including marketing, product development, and customer service, to translate data into tangible improvements. This position offers a unique opportunity to shape customer strategy in a dynamic financial environment located in Pretoria .

Key Responsibilities

• Collect and analyze customer data from various sources, including surveys, feedback forms, transaction history, and website analytics.
• Identify key trends, patterns, and correlations in customer behavior and feedback.
• Develop and maintain dashboards and reports to visualize customer experience metrics.
• Translate complex data into clear, concise, and actionable recommendations for business stakeholders.
• Conduct root cause analysis for customer satisfaction issues and propose solutions.
• Collaborate with product and service teams to implement improvements based on data insights.
• Monitor the impact of implemented changes on customer satisfaction and business outcomes.
• Stay abreast of industry best practices in customer experience analysis and data analytics.
• Present findings and recommendations to management and cross-functional teams.

Requirements

• Bachelor's degree in Statistics, Mathematics, Economics, Business Analytics, or a related quantitative field.
• Proven experience as a Data Analyst, Business Analyst, or in a similar role focused on customer experience.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI).
• Excellent understanding of statistical concepts and data visualization techniques.
• Ability to communicate complex findings effectively to both technical and non-technical audiences.
• Experience with customer feedback platforms and survey tools is advantageous.
• Ability to work effectively in a hybrid environment in Pretoria, Gauteng.
• Detail-oriented with strong organizational skills.
• Experience in the financial services sector is a plus.

Benefits

• Our client offers a competitive compensation package, including a strong base salary and performance-based bonuses.
• Employees receive comprehensive medical and retirement benefits, as well as generous leave allowances.
• The hybrid work arrangement provides flexibility, allowing for a healthy work-life balance.
• Professional development is encouraged through training programs and opportunities to attend industry conferences.
• This role is based at our modern facilities in Pretoria, Gauteng , and offers a clear path for career progression within the company.
• Join a team dedicated to leveraging data to create exceptional customer experiences.