Customer Solutions Analyst

Placements24; Polokwane; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Professional development

Dynamic collaborative office

Job summary

Placements24 in Polokwane, Limpopo, is seeking a highly analytical Customer Solutions Analyst to understand customer needs, map journeys, and identify service gaps to enhance satisfaction and retention.

This role partners with product, marketing and operations to implement data-driven solutions, create reports and dashboards, and monitor KPIs that gauge impact on the customer journey.

Qualifications

• 4+ years in customer analytics, business analysis or similar.
• Proven ability to translate complex data into actionable insights.
• Strong skills in SQL, Excel, Power BI and CRM systems.
• Excellent written and verbal communication, with stakeholder presentation ability.

Responsibilities

• Analyze customer feedback, data, and behaviour patterns to identify key trends and areas for improvement.
• Develop and propose data-driven strategies to enhance customer experience and loyalty.
• Collaborate with product, marketing, and operations teams to implement new customer solutions.
• Create reports and presentations on customer insights and solution effectiveness.
• Monitor KPIs related to customer satisfaction and retention.
• Conduct root cause analysis for customer issues and recommend corrective actions.
• Assist in the design and testing of new customer service tools and processes.
• Stay abreast of industry best practices in CRM and service design.
• Provide support and guidance to customer-facing teams based on analytical findings.

Skills

Data analysis

Cross-functional collaboration

Problem solving

Customer advocacy

Education

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

Tools

SQL

Excel

Power BI

CRM systems

Job description

About the Role

Our client, a leading financial services provider in Polokwane, Limpopo, is seeking a highly analytical and customer-focused Customer Solutions Analyst. This role is central to understanding customer needs, identifying service gaps, and developing innovative solutions to enhance the overall customer journey. You will work closely with various departments to implement strategies that improve customer satisfaction and retention. This is a unique opportunity to leverage your analytical skills in a challenging and rewarding environment, contributing directly to the success of a respected financial institution. The ideal candidate is detail-oriented, possesses strong problem-solving capabilities, and is passionate about customer advocacy.

Key Responsibilities

• Analyze customer feedback, data, and behaviour patterns to identify key trends and areas for improvement.
• Develop and propose data-driven strategies to enhance customer experience and loyalty.
• Collaborate with product, marketing, and operations teams to implement new customer solutions.
• Create reports and presentations on customer insights and solution effectiveness.
• Monitor key performance indicators (KPIs) related to customer satisfaction and retention.
• Conduct root cause analysis for customer issues and recommend corrective actions.
• Assist in the design and testing of new customer service tools and processes.
• Stay abreast of industry best practices in customer relationship management and service design.
• Provide support and guidance to customer-facing teams based on analytical findings.

Requirements

• Bachelor's degree in Business Administration, Marketing, Statistics, or a related field.
• Minimum of 4 years of experience in customer analytics, business analysis, or a similar role.
• Proven ability to analyze complex datasets and translate findings into actionable insights.
• Strong proficiency in data analysis tools (e.g., SQL, Excel, Power BI) and CRM systems.
• Excellent written and verbal communication skills, with the ability to present findings clearly.
• Demonstrated understanding of customer journey mapping and service design principles.
• Ability to work collaboratively across cross-functional teams.
• Experience within the financial services industry is preferred.
• Must be able to work on-site in Polokwane, Limpopo.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and retirement plan.
• Opportunities for professional development and advanced training.
• A dynamic and collaborative office environment.
• Pension fund contributions.
• Study leave and support for relevant certifications.
• Employee assistance program.