To support the CX Intelligence function by analyzing customer data, generating insights, and producing reports that inform customer experience decisions. You will contribute to dashboards, data quality, and analytics projects that enable evidence-based CX improvements across the Group.
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
Weekly and Monthly CX Performance Reports: Accurate and timely delivery.
Dashboard Maintenance: Ensuring data accuracy and functional updates.
Ad-hoc Analysis: Fulfilling specific data requests within established SLAs.
Data Quality Management: Regular checks and issue resolution for all CX data sources.
Insight Presentations: Contributing data-driven content for quarterly CX reviews.
Key Metrics
Report delivery accuracy and timeliness (98%+).
Dashboard data accuracy (99%+).
Ad-hoc request turnaround within agreed timelines.
Qualifications and Requirements
Academic Background: Bachelor's degree in Statistics, Economics, Business, IT, or a related field.
Certifications: Data analytics or visualization certifications (e.g., Tableau, PowerBI) are preferred.
Experience: Minimum of 3 years in data analysis, business intelligence, or research roles.
CX Knowledge: Previous experience with CX metrics (NPS, CSAT) and customer data is highly preferred.
Industry Context: Experience within financial services is considered an advantage.
How to Apply
Interested and qualified candidates should apply online through the Equity Bank recruitment portal. Access the official application via the link: Equity Bank Kenya Careers.
