Hybrid Customer Experience Analyst - Pretoria (Data-Driven)

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

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.