Senior Analyst, Customer Intelligence & Reporting at Pagatech Limited

About the Role

• Responsible for gathering and analysis of customer behavioral data (reference & transactional) across key service touch points to improve and drive customer relationship management and the overall customer experience in accordance with Paga CX strategy.

Roles and Responsibilities

• Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources, and competition benchmarking
• Conduct research and customer satisfaction surveys to analyze and gather data on EMTS’s subscriber trends/behavior and share issues affecting customer satisfaction with the Manager, Customer Experience Management.
• Liaise with the consumer research team to provide the insight required to drive improvement in key CX metrics e.g. NPS, Customer loyalty, CSAT, etc.
• Collaborate with relevant stakeholders to integrate customer behavioral data into the overall Paga CX strategy
• Responsible for providing insight from customer transactional data mirroring both traditional and digital service touchpoints
• Assist in providing data/insight required for customer experience journey mapping and recovery planning.
• Assists with tracking, analyzing, and reporting contact center and agent performance statistics.
• Works with line Manager and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis on key business objectives for activities related to production management, including
• Ensuring the data described above is in a useable format for various levels of management and is distributed in a timely manner.
• Ensuring data/report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure the accuracy of report data.
• Interacting with internal customers to clarify report requests and determine report specifications.
• Document all information related to each report generated (code, process to run the report, exactly how the report is run, metric definitions, calculations, etc.).
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Operations.
• Performs other related duties as directed by Manager, Service Operations.

Education and Experience

• First Degree or its equivalent in a relevant discipline.
• Three (3) to five (5) years of relevant work experience.
• Proficiency in Ms Office – Visio, Excel, Word, and PowerPoint
• Excellent business analysis skills including a wide range of techniques for data and analysis (including process modeling, process mapping, and business requirements specification)
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all stakeholders and 3rd party partners
• Flexibility and adaptability to new instructions and/or dynamic organizational priorities
• Must be a team player and able to work collaboratively with and through others.
• Advanced problem-solving and root-cause identification skills.
• Customer service background will be an added advantage.