CX Analytics Officer Job Equity Bank

IT Jobs, Equity Bank Jobs.

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.

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Key responsibilities:

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

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

Key technical skills and leadership competencies

• Data analysis and statistical techniques.
• Proficiency in Excel, SQL, and visualization tools (Power BI, Tableau).
• Attention to detail and accuracy. Report writing and presentation skills.
• Understanding of CX metrics and methodologies.
• Problem-solving and analytical thinking.
• Ability to work with multiple data sources.

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How to Apply

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