Customer Insights Analyst - Digital Financial Services Division at KCB Bank Kenya

KEY RESPONSIBILITIES: 

• Providing guidance, analysis and support through data and market insight on technology impacting financial services. 
• Deliver real time insight into the market place and help focus our innovation and development process in the most relevant area. 
• Work closely with research team to carry design and roll out researches to check customer and market insights to support business case developments, products design and user journey workings
• Participate in research design, analysis and the presentation of data to uncover unique actionable insights about behavior, technology & financial services
• Define insightful hypotheses and identify methods to leverage KCB’s large internal data sets to validate hypotheses and enhance 3rd party research work with proprietary data.
• Data mining for customer segmentation, customer value analytics and promotion results.
• Monitor customer usage patterns/metrics of each product/feature to advise opportunities for new products, services or opportunities for new revenue lines & user experiences. 
• Provide the Sales force/DSRs with data for proper targeting and qualification, cross and up-sell targeting.
• Run Customer Value Management campaigns for Digital Products. 
• Daily/weekly/ monthly tracking for merchants & agents to DSRs, per branch for remedial actions 
• Customer churn reduction, customer loyalty identification
• Pricing and Tariffs for Digital Products 
• Developing reports, presentations and marketing data to support the business

The successful candidate should have the following:

• A Bachelor's Degree from a recognized university 
• A minimum of 3 years  work experience in data analysis, customer segmentation and insights
• Experience with relational Databases such as Oracle, SQL queries, or OLAP cubes is preferred
• Passionate about and solid experience in analytics tools
• Commercially minded and experienced in interpreting data into meaningful information and actions.
• Experience in developing and implementing customer engagement strategies to drive customer satisfaction, loyalty, and retention.
• Ability to consider data from a real customer perspective.
• An enthusiastic & flexible working attitude adapting to different skill-sets and needs within the business
• Skilled in presenting and explaining data and complex information
• Self-motivated and results-focused