Customer Experience Data Analyst (Remote)

Discovery Health; Johannesburg; On-site; ZAR 350,000 - 500,000; Full time

Benefits offered by this job

Remote work options

Competitive benefits

Job summary

Discovery Health is seeking a Customer Experience Analyst in Johannesburg to analyze member feedback and monitor service metrics. You will collaborate with product, digital teams, and call-center supervisors to drive improvements and ensure touchpoints meet high service standards.

Ideal candidates have 3–5 years of experience in customer experience analysis, strong data visualization skills, and knowledge of health insurance in SA.

Qualifications

• 3–5 years of experience in customer experience analysis.
• Experience with large data sets and delivering actionable insights.
• Knowledge of health insurance products and SA regulatory environment.

Responsibilities

• Collect and interpret member feedback from surveys and direct interactions.
• Develop dashboards tracking KPIs such as NPS and first contact resolution.
• Identify trends and opportunities for service improvement across channels.
• Collaborate with product, marketing and IT to design enhancements.
• Prepare reports for senior leadership with insights and actions.

Skills

Power BI

Tableau

Qlik

Communication

Journey mapping

Health insurance

SQL

Excel

Education

Bachelor's degree in Business Administration, Marketing or related field

Tools

SQL

Excel

Job description

Discovery Health is seeking a Customer Experience Analyst in Johannesburg to analyze member feedback and monitor service metrics. You will collaborate with product, digital teams, and call-center supervisors to drive improvements and ensure touchpoints meet high service standards.

Ideal candidates have 3–5 years of experience in customer experience analysis, strong data visualization skills, and knowledge of health insurance in SA.