Banking + 2 more
Description
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.
Demonstrated ability to design, develop, and deploy dashboards using best-practice analytics techniques with effective tracking of CX metrics and KPIs
Academic Qualifications and Certifications
Bachelor’s degree in data science, Statistics, Computer Science, Information Systems, Business Analytics, Economics, Finance, or related field.
Master’s degree (e.g., MSc Data Analytics, MSc Business Analytics, MBA with a focus on Analytics/Strategy) is highly desirable for leadership roles.
Strong proficiency in SQL, Python/R, and BI tools (Power BI, Tableau) etc.
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
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