Customer Experience (CX) Data & Analytics Manager at Equity Bank Kenya

• This role oversees the collection, integration, analysis and interpretation of customer and service data from multiple touchpoints to uncover trends, measure performance against defined standards and identify opportunities for improvement. By translating complex data into clear, actionable insights, the role supports informed decision-making, drives customer satisfaction and loyalty and improves operational efficiency. The role plays a key part in developing dashboards, reporting frameworks and performance metrics that enable proactive service monitoring and governance.

The Key Responsibilities

Data Strategy & Governance:

• Develop and execute a CX data strategy aligned to organizational objectives
• Ensure data integrity, accuracy, and consistency across all data sources
• Establish and enforce data governance frameworks, standards, and controls
• Partner with Risk, Compliance, and Legal teams to ensure regulatory and data privacy compliance

Analytics & Insights:

• Analyse VOC, NPS, CSAT, CES, and other CX metrics to identify trends and root causes
• Develop predictive models to forecast customer behaviour and satisfaction.
• Generate actionable insights to improve customer journeys and reduce pain points
• Track and report Return on Experience (ROX) linking CX to revenue, cost, and retention outcomes

Reporting & Visualization:

• Design and maintain CX dashboards for leadership and operational teams
• Deliver regular performance reports on service and customer experience metrics
• Present insights, trends, and recommendations to senior management
• Highlight key risks, opportunities, and corrective actions based on data

Digital & Advanced Analytics:

• Leverage AI, automation, sentiment analysis, and text analytics to enhance insights
• Apply advanced analytics and predictive modelling techniques
• Enable real-time insights to support decision-making
• Improve speed, depth, and accuracy of CX analytics outputs

Technology & Tools Management:

• Manage CX analytics platforms, CRM systems, and BI tools (e.g., Power BI)
• Drive automation of VOC data collection and reporting processes
• Optimize data integration across multiple systems and channels
• Enhance accessibility and usability of CX data for stakeholders

Continuous Improvement Initiatives:

• Promote a culture of continuous improvement across delivery teams
• Identify opportunities for process and service enhancements using data insights
• Support A/B testing and experimentation initiatives
• Translate insights into actionable improvement initiatives

Stakeholder Engagement & Influence:

• Partner with Product, Operations, Contact Centre, Digital, and IT teams
• Embed CX insights into business and operational decision-making
• Act as a trusted advisor on CX performance and improvement priorities
• Build data literacy and analytics capability across teams

Performance Management & Team Development:

• Provide regular performance feedback and conduct structured performance reviews
• Align team objectives with organizational goals
• Identify development needs and support career growth
• Foster a high-performance, learning-oriented team culture

Qualifications

Key Technical Skills & Leadership Competencies

• Data & Analytics Expertise: Strong capability in data modelling, SQL, master data management, statistical analysis, and programming for analytics, with proficiency in visualization, BI tools, and predictive and prescriptive analytics.
• Performance Tracking & Operational Analytics: Ability to design and implement CX productivity frameworks, including KPI tracking mechanisms, dashboards, and performance monitoring tools.
• Technology Proficiency: Working knowledge of business intelligence platforms, data analytics tools, collaboration systems, and automation technologies that support efficient data processing and reporting.
• Business Process Management: Understanding of Lean Six Sigma principles, continuous improvement methodologies, and benefit realization approaches to optimize processes and enhance operational efficiency.
• Data Storytelling & Communication: Ability to translate complex analytical findings into clear, compelling narratives with actionable insights, scenarios, and recommendations for diverse stakeholders.

 Experience Requirements  

• 5+ years of progressive experience in data analytics, preferably within Customer Experience (CX) or customer insights functions.
• Strong technical proficiency in SQL, Python/R, and business intelligence tools such as Power BI and Tableau.
• Proven track record of designing and implementing data-driven dashboards that drive continuous improvement in service delivery and customer outcomes.
• Solid understanding of service monitoring principles, CX frameworks, and performance management methodologies.