304
Job Description
The ideal candidate will play a critical role in understanding customer interactions, behaviors, and feedback through data analysis. Will collaborate with cross-functional teams to extract actionable insights, inform CX strategies, and drive improvements in customer satisfaction.
Responsibilities
- The ideal candidate will play a critical role in understanding customer interactions, behaviors, and feedback through data analysis. Will collaborate with cross-functional teams to extract actionable insights, inform CX strategies, and drive improvements in customer satisfaction.
- The responsibilities include conducting a full lifecycle analysis to include requirements, activities, and design; develdevelopingop analytical and reporting capabilities, and monitoring performance and quality control plans to identify improvements.
- The candidate is adept at using large data sets to find opportunities for product and process optimization, using models to test the effectiveness of different courses of action, required to have strong experience using a variety of data mining/data analysis methods, using a variety of data tools, building and implementing models, using/creating algorithms and creating/running simulations.
- These objectives will be achieved through the following: Develop customer profiles and personas to guide personalized CX strategies.
- Collect, clean, and preprocess data from various sources, including customer feedback, surveys, website interactions, and CRM systems.
- Generate and distribute accurate and timely management reports.
- Collaborate with IT and data engineering teams to ensure data accuracy, integrity, and availability for analysis.
- Perform data analysis for generating reports periodically (Weekly, Monthly, and Quarterly)
- Perform exploratory and quantitative data analysis to identify trends, patterns, and anomalies related to customer interactions and experiences.
- Provide data and reports for the Customer Experience team.
- Segment customers based on various attributes, behaviors, and demographics to create a deeper understanding of different customer groups.
- Provide strong reporting and analytical information support to the management team.
- Generate both periodic and ad hoc reports as needed
- Investigate customer’s pain points and issues by analyzing data to identify root causes and contributing factors
- Collaborate with relevant teams to propose and implement solutions to addressing identified issues
- Build and deploy predictive models to forecast customers’ behaviors, preferences, and potential churn, and provide recommendations to proactive address customer needs and prevent churn.
- Deploy and maintain Key Performance Indicators (KPIs) and dashboards to track CX metrics and monitor the effectiveness of improvement initiatives.
- Partner with UX/UI designers, product managers, marketing, and other departments to align data insights with CX strategies.
- Recommend process improvements and data–driven strategies to enhance overall customer experience
- Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
- Suggest process improvements for TAT efficiency
- Training end-users on new reports and dashboards.
- Providing technical expertise in data storage structures, data mining, and data cleansing.
Qualification
- Bachelor’s Degree or equivalent in Data Science, Statistics, Mathematics, Economics, Computer Science, Engineering, Information Management/Tech, or Business Management from a recognized Institution.
- Relevant Certification in Data Analytics
Desired work experience:
- 2+ years of work experience in a Data Management, Data Analyst, or Business Intelligence role.
Location: Lagos, Nigeria.
For More Information: DATA ANALYST
