Customer Experience Analyst at Old Mutual Kenya

Job Description

To analyze customers’ feedback, determine their satisfaction and interpret the results to the management. Leverage data to develop solutions that enable the achievement of a strong Customer Value Proposition (CVP).
Monitor Customer Experience performance to enable consistent superior delivery. Lag indicators of this are such as growth in retained customer numbers, persistency, Customer Satisfaction Index, NPS & TCF Index

Customer Data Analytics & Reporting

• Applying a mix of qualitative and quantitative analysis techniques you will produce insights that help businesses improve the customer experience through the call centre and ultimately increase conversion.
• Provides analytical support for multiple, complex cross-functional projects simultaneously, establishes work plans and timelines; coordinates with internal and external resources.
• Oversees the execution of analytic projects - from data extraction and collection, to data compilation, cleansing and analysis.
• May support non-Speech-Analytics reporting & query-building, as needed.

Operational Delivery

• Supports in the improvement of processes, systems or products to enhance performance of the job area.
• Provide recommendations on proper survey design and research methodology across multiple channels (e.g., email-to-web).

Cross-Functional Stakeholder

• Partner cross-functionally to advise and support key business stakeholders with ongoing ad hoc research and reporting needs.
• Translate moderate to complex customer data into actionable insights and deliver to stakeholders to enable achievement of customer experience goals.
• Partner with the business, identify needs, create mockup, review with the head of Customer Experience and present to the business as needed.

Line of Business Customer Experience

• Responsible for being a data driven customer advocate who knows how to both understand the customer and create the solutions they want.
• Build and manage a best-in-class Insights practice that promotes the needs of customers and, by extension, support the needs of business. Builds and continuously improves processes to gather customer insights in order to identify growth opportunities and optimize efficiencies.
• Leverage primary and secondary research, analytics and market insights to understand what matters to customers and bring these insights into various teams within UAPOM Group to create customer-obsessed experiences.

Skills

Analytical Thinking, Customer Needs, Quantitative Analysis, Researching, Solutions Development, Statistical Analysis Techniques