Customer Experience & Process Improvement Analyst

Profile Personnel; Johannesburg; Hybrid; ZAR 45,000 - 55,000; Full time

Benefits offered by this job

Professional growth opportunities

Collaborative working culture

Meaningful projects

Job summary

Profile Personnel in Johannesburg is looking for a proactive Business Analyst to enhance the customer application journey across a national merchant network. This role involves engaging with stakeholders, identifying process inefficiencies, and driving improvements to boost customer experience and business performance.

The ideal candidate will have 3–7 years of relevant experience and demonstrate strong analytical skills, stakeholder management, and the ability to work in both office and field settings. A valid driver’s license and willingness to travel are required.

Qualifications

• 3–7 years' experience as a Business Analyst or in a similar role.
• Experience in Business Analysis, Process Improvement, Customer Experience, or related fields.
• Familiarity with customer-facing systems or digital applications.

Responsibilities

• Elicit, analyse, and document business requirements from stakeholders.
• Translate insights into clear functional requirements.
• Conduct visits to observe customer application processes and identify pain points.

Skills

Analytical skills

Problem-solving skills

Stakeholder management

Communication skills

Experience in testing

Education

Business Analyst experience (3–7 years)

Experience in Financial Services or Retail

Tools

Process maps

User stories

Acceptance criteria

Job description

Profile Personnel in Johannesburg is looking for a proactive Business Analyst to enhance the customer application journey across a national merchant network. This role involves engaging with stakeholders, identifying process inefficiencies, and driving improvements to boost customer experience and business performance.

The ideal candidate will have 3–7 years of relevant experience and demonstrate strong analytical skills, stakeholder management, and the ability to work in both office and field settings. A valid driver’s license and willingness to travel are required.