Job Description

To lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels, providing actionable insights that identify trends, service gaps, and improvement opportunities. The role supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.

Qualifications

Type of Qualification: First Degree

Field of Study: Business Commerce, Mathematical Sciences, Analytics or related field

Experience Required

5-7 years

A minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.

Proven experience in analysing client experience, complaints, service performance, and customer feedback data to identify trends, uncover root causes, and deliver actionable insights that drive business improvement.

Strong proficiency in data visualisation, dashboard development, reporting tools, and the effective presentation of insights to a range of stakeholders, including senior management.

Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks.

Demonstrated ability to handle sensitive customer and business information with a high degree of confidentiality, professionalism, and integrity, while adhering to applicable policies and regulatory requirements.

Additional Information

Behavioural Competencies:

• Developing Expertise
• Directing People
• Establishing Rapport
• Making Decisions
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Advanced Analytics
• Continuous Process Improvement
• Customer Value and Insights Management
• Data Analytics & Compliance
• Data Quality & Governance
• Product and Services Knowledge
• Risk Awareness

• Lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels.
• Provide actionable insights that identify trends, service gaps, and improvement opportunities.
• Support strategic decision-making and the effective execution of client experience initiatives.
• Enhance customer satisfaction, loyalty, and business performance.

• Data analysis
• Performance measurement
• Reporting
• Dashboard management
• Business intelligence
• Client experience analysis
• Complaint analysis
• Service performance analysis
• Customer feedback analysis
• Data visualization
• Dashboard development
• Reporting tools
• Presentation of insights
• Data governance principles
• Data quality standards
• Risk management
• Regulatory compliance
• Internal control frameworks
• Confidentiality
• Professionalism
• Integrity

• First Degree in Business Commerce, Mathematical Sciences, Analytics or related field.
• 5-7 years of relevant experience.
• Minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
• Proven experience in analysing client experience, complaints, service performance, and customer feedback data.
• Strong proficiency in data visualisation, dashboard development, reporting tools, and presentation of insights.
• Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks.
• Demonstrated ability to handle sensitive customer and business information with confidentiality, professionalism, and integrity.