Background information about the job or company (e.g., role context, company overview)

Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat...

Role purpose:

To support the CX Intelligence function by analyzing customer data, generating insights, and producing reports that inform customer experience decisions. Contribute to dashboards, data quality, and analytics projects that enable evidence-based CX improvements across the Group.

Responsibilities or duties:

Data Analysis and Reporting:

• Analyze customer experience data including NPS, CSAT, complaints, and journey metrics.
• Produce regular and ad-hoc reports for CX leadership and business teams.
• Maintain CX dashboards with accurate and timely data updates.
• Support data requests from subsidiaries and business units.

Insights Support:

• Assist in identifying trends, patterns, and drivers of customer satisfaction.
• Conduct segmentation and cohort analysis on customer feedback data.
• Support root cause analysis for customer pain points and detractors.
• Contribute to quarterly CX insights presentations.

Data Management:

• Ensure data quality and integrity across CX data sources.
• Support integration of data from multiple platforms (VOC, CRM, complaints).
• Maintain documentation of data definitions and calculation methodologies.
• Flag data anomalies and work with source teams on resolution.

Analytics Projects:

• Support analytics initiatives led by the CX Intelligence team.
• Assist with predictive modeling and customer behavior analysis.
• Contribute to benchmarking and competitive analysis projects.
• Document and share analytical methodologies and findings.

Core Accountabilities and Deliverables

Key Deliverables:

• Weekly and monthly CX performance reports
• Dashboard updates and data accuracy maintenance
• Ad-hoc analysis and data requests fulfilled within SLA
• Data quality checks and issue resolution
• Contribution to CX insights presentations

Key Metrics:

• Report delivery accuracy and timeliness (98%+)
• Dashboard data accuracy (99%+)
• Ad-hoc request turnaround within agreed timelines

Qualifications or requirements (e.g., education, skills)

Required Academic qualifications and certifications:

• Bachelor's degree in Statistics, Economics, Business, IT, or related field
• Data analytics or visualization certifications preferred.

Required experience:

• 3+ years in data analysis, business intelligence, or research roles
• Experience with CX metrics and customer data preferred
• Financial services experience an advantage

• Analyze customer experience data including NPS, CSAT, complaints, and journey metrics.
• Produce regular and ad-hoc reports for CX leadership and business teams.
• Maintain CX dashboards with accurate and timely data updates.
• Support data requests from subsidiaries and business units.
• Assist in identifying trends, patterns, and drivers of customer satisfaction.
• Conduct segmentation and cohort analysis on customer feedback data.
• Support root cause analysis for customer pain points and detractors.
• Contribute to quarterly CX insights presentations.
• Ensure data quality and integrity across CX data sources.
• Support integration of data from multiple platforms (VOC, CRM, complaints).
• Maintain documentation of data definitions and calculation methodologies.
• Flag data anomalies and work with source teams on resolution.
• Support analytics initiatives led by the CX Intelligence team.
• Assist with predictive modeling and customer behavior analysis.
• Contribute to benchmarking and competitive analysis projects.
• Document and share analytical methodologies and findings.

• Data analysis
• Data quality management
• Customer experience metrics (NPS, CSAT)
• Reporting
• Dashboard maintenance
• Segmentation and cohort analysis
• Root cause analysis
• Predictive modeling
• Customer behavior analysis
• Benchmarking
• Competitive analysis
• Data visualization

• Bachelor's degree in Statistics, Economics, Business, IT, or related field
• Data analytics or visualization certifications preferred.