Customer Experience (CX) Analyst at Vito Solutions

JOB OVERVIEW:

• The Client is dedicated to fostering a vibrant and positive work atmosphere, providing their customers with all the opportunities needed for success. They are firmly committed to transformation and the embrace of diversity. This dedication propels them to strive for a diverse workplace, with employment equity being a central objective. Their goal is to create an inclusive workforce that mirrors the demographics of our society, including individuals with disabilities.

DESCRIPTION OF POSITION:

• The Client has embarked on a strategic journey to establish a new world client and intermediary experience or CX function to deliver the client and intermediary-facing solutions and tools in support of their digital transformation. In accordance, the Client's CX vision is to create engagements and experiences which help their clients to live with confidence, be inspired and assist in guiding them towards their financial aspirations.

• The Customer Experience (CX) Analyst will be responsible for analysing client experience measurement and behavioural data (from multiple sources), developing dashboards/visualisations and providing actionable client experience insights that can impact the bottom line to various stakeholders. This will also enable the Customer Experience (CX) Analyst to identify opportunities and threats that influence the Client's progress towards its goal of delivering customer experience that drives business results.

Key Responsibilities:

• Automate the calculation and reporting of consolidated CX performance (KPI) scores at a Group, cluster, business, and operational level.
• Collect, automate, analyse and continuously provide client experience measurement feedback near real-time for business to action.
• Identify relevant data and integrate multiple data sources (e.g. client experience survey data, customer journey metrics, qualitative data, client behavioural data, internal data, and market data) to perform analysis and derive insights.
• Through quantitative and qualitative research and analysis: create and maintain automated management and strategic client experience measurement dashboards which provide insights that advocate ongoing improvement.
• Perform root cause analysis (i.e. deep dives) to identify insights that will enable the business to improve client experience.
• Collaborate with BI, Research and Analytics teams to build appropriate CX models that enhance analytics and the business value of CX insights.
• Collaborate with business stakeholders to gather requirements for client experience measurement use cases, provide status updates and continuously build relationships.
• Perform analytics to meet the business needs and address the stakeholders' requirements.
• Synthesis insights into actionable recommendations that enable sound data-driven business decisions and actions which align with the strategy.
• Communicate analytical findings and insights to stakeholders using data visualisation techniques, presentations and reports.

KNOWLEDGE AND SKILLS:

• Knowledge of databases (i.e. SAP 4/HANA and Cloudera). 
• Knowledge of SQL Querying. 
• Knowledge of transforming business requirements into analytics and insights deliverables that address the business needs.

Competencies: 

• Communicates effectively 
• Tech-savvy 
• Financial acumen 
• Decision quality 
• Analytical thinking 
• Cultivates innovation 
• Plans and aligns 
• Concern for accuracy 
• Customer focus 
• Collaborates 
• Drives results 
• Being resilient 
• Nimble learning 
• Computer skills (Advanced Level of Excel and PowerPoint)

QUALIFICATIONS REQUIRED:

• Bachelor's Degree in Computer Science, Mathematics, Statistics, or a business/tech qualification with Mathematics as a major subject.

EXPERIENCE REQUIRED:

• At least 3 years experience in data analytics.
• 2 - 3 years experience working with data in various data sources and databases.
• At least 3 years experience in data visualisation and reporting packages.
• Insights experience will be an advantage.
• Experience within the Financial Services Industry will be an advantage.