48 Customer Experience Analyst jobs in South Africa
Customer Experience Analyst
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Requirements
Description and Requirements
Position : Customer Experience Analyst/Quality Assurance
Department : Customer Experience
Overview :
Position Summary
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.
Functional Responsibilities
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
- Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Facilitates and actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
- New hire / Nesting support - Complies with a specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department. Creates and conducts onboarding activities (orientation, mock calls, demo calls, etc.) to ensure new hires have a clear understanding about TELUS Digital customer experience standards, as well as client requirements.
- Presentations and meetings - Presents summary of CE performance, findings, recommendations, updates, etc. to internal or external customers through business reviews, huddles, and meetings. Interacts with internal and external customers on program drivers and recommendations for quality improvement.
- Mentoring - Helps Team Lead in onboarding new CE Analysts through orientation, job shadowing, training facilitation, etc. Mentors newly onboarded CE Analysts in their daily tasks. Mentors assigned CE analysts outside of onboarding activities and can stand as team POC in the absence of the CE Team Lead.
- Others - Performs tasks assigned by the immediate supervisor to accomplish accounts' quality objectives.
Required skills + qualities (technical):
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)
Required skills + qualities (non-technical):
- For internal candidates, at least 1 year experience in the Quality role with impeccable performance
- For external candidates, at least 3 years working experience in a call center and at least 2 years within the quality role with impeccable performance.
- Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Additional Job Description
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.
Language Reference
English
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Customer Insights
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Insights Execution and Management
- Lead the development and execution of an insights agenda, leveraging optimised reports
- Define priorities for insight generation, aligning output with business and client needs across categories, channels, and markets
- Distil complex data environments into compelling stories that influence strategic planning and commercial initiatives
- Ensure insights are not only informative but also decision-ready and aligned with business goals.
- Maintain standardised processes, templates, and methodologies to ensure consistency, quality, and scalability of insights delivery
- Define and track KPIs to measure the adoption and business impact of insights.
Data Integration & Synthesis
- Integrate data from multiple internal and external sources to generate unified, actionable insights (e.g., linking Perfect Outlet execution to SMA performance or correlating outlet performance with retailer strategies)
- Apply advanced analytical techniques and data visualisation best practices to translate findings into decision-ready outputs
- Ensure integrated insights are delivered in formats that are accessible, relevant, and tailored to diverse stakeholder needs.
Reporting Accuracy & Governance
- Take full accountability for the accuracy, completeness, and integrity of data used in all Pyramid models and associated reporting tools
- Implement and maintain data validation processes to ensure that insights are built on robust, verified datasets
- Monitor and continuously improve reporting structures to reflect evolving business needs and priorities.
Stakeholder Engagement
- Deliver insight directly to clients, guiding decisions in areas such as product ranging, pricing strategies, and market prioritisation
- Act as a thought partner to client stakeholders, helping them connect data to actionable growth levers.
6-8 years' experience in data analytics, market research, or business intelligence, preferably within FMCG or a similar fast-paced commercial environment.
Proven experience in developing insights from complex datasets and translating them into actionable business recommendations|Essential / Minimum|0-5 years|
Degree in Data Science or Computer Science
Diploma or Degree/NQF level 7 in Information systems or Business Intelligence
Degree in any relevant field
Attention to detail
Communication Skills (verbal & written)
Reporting skills
Analytical with problem solving skills
Ability to transform analytical findings into compelling data narratives
In-depth knowledge of data platforms and analytics methodologies, with specific expertise in Pyramid and data quality assurance
Analyst, Customer Experience
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Job Overview
Business Segment: Business & Commercial Banking
Location: ZA, GP, Johannesburg, Baker Street 30
Job Type: Full-time
Job Ref ID: A-0001
Date Posted: 9/3/2025
Job Description
Assist in the implementation of client Services strategy, philosophy in order to enable the delivery of Merchant Solutions strategic goals. Manage interaction with customers, internal stakeholders, and value chain partners that assist in the development of customer centric solutions, delivery of communication and the associated product collateral. Manage and provide input into customer engagement and communication strategy, to facilitate customer communication on the correct channels to retain customers whilst attracting new ones in a professional manner.
Qualifications
Minimum Qualifications
Type of Qualification: First Degree
Field of Study: Business Commerce
Experience Required
Minimum 3 years of experience in report pack preparation and input into governance structures. The ideal candidate will have expertise in Agile and SAFe methodologies within client journeys, along with proficiency in data extraction, validation, and a solid understanding of banking products and processes. Experience in collaborating with multiple teams to address customer needs, managing stakeholder relationships, and working with vendor contracts or outsourced relationships is essential. Familiarity with the bank's IT systems and processes is highly valued, as is the ability to manage complex client interfaces and drive delivery excellence
Additional Information
Behavioral Competencies:
Adopting Practical Approaches
Articulating Information
Challenging Ideas
Checking Details
Documenting Facts
Technical Competencies:
Applications & Master Data Management
Customer Understanding ( Consumer Banking)
Data Analysis
Risk Awareness
Risk Management
Please note: All our recruitment processes comply with the applicable local laws and regulations.
We will never ask for money or any form of payment as part of our recruitment process. If you experience this, please contact our Fraud line on or
Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on or
Specialist: Customer Insights
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When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
Role Purpose/Business Unit
- To conduct deep analysis on product performance across all relevant internal metrics for revenue and sales volumes. This includes analysis of macro-economic factors and competitor products.
- To provide feedback, insights, and recommendations on pricing and regional specific deals to the relevant teams in the centre, for the improvement in sales and revenue performance.
Your Responsibilities Will Include
- Deep analysis of sales and revenue performance at a customer segment, product, channel, and geographic level.
- Feedback and recommend demand strategies based on product pricing and channel dynamics.
- Support branded and unbranded channels with insights and recommendations on product and channel performance.
- Regional SPOC for CVM, products and services, insights and big data teams based in Head Office.
- Continuous monitoring of competitor products and services.
- Presentation of analysis and recommendations to various stakeholders.
- Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
- Work with Channel Managers and Branded/Unbranded Specialists in implementing CXX strategy and executing in-store elements.
- Provide ongoing feedback to COPS for continuous improvements on CXX journey.
- Analyse regional customer base in conjunction with Head Office CVM team to provide insight and recommendations on trends or behaviour of base.
- Customer appreciation trackers, (e.g. tNPS, rNPS, BMS, MAPS) to derive Customer insights and Customer Strategy for input on CX, Product and CVM growth objectives.
The Ideal Candidate For This Role Will Have
- Matric / Grade 12, and
- 3 year commercial/Data Analytics/marketing/sales diploma or degree (NQF 6 or higher) or SAQA accredited equivalent (essential) with
- 3-5 years relevant experience (essential)
- Valid Driver's licence (essential)
- Knowledge of products (advantageous)
Core Competencies, Knowledge, And Experience
- Product pricing analysis
- Planning and organising
- Performance analysis and reporting
- Big data analytics
- Ability to work with complex information and data.
- Ability to build strong relationships and credibility with multiple stakeholders.
We Make An Impact By Offering
- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies
Closing date for Applications:
14 October 2025
The base location for this role is
Umhlanga
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.
Specialist: Customer Insights
Posted today
Job Viewed
Job Description
When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
- To conduct deep analysis on product performance across all relevant internal metrics for revenue and sales volumes. This includes analysis of macro-economic factors and competitor products.
- To provide feedback, insights, and recommendations on pricing and regional specific deals to the relevant teams in the centre, for the improvement in sales and revenue performance.
- Deep analysis of sales and revenue performance at a customer segment, product, channel, and geographic level.
- Feedback and recommend demand strategies based on product pricing and channel dynamics.
- Support branded and unbranded channels with insights and recommendations on product and channel performance.
- Regional SPOC for CVM, products and services, insights and big data teams based in Head Office.
- Continuous monitoring of competitor products and services.
- Presentation of analysis and recommendations to various stakeholders.
- Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
- Work with Channel Managers and Branded/Unbranded Specialists in implementing CXX strategy and executing in-store elements.
- Provide ongoing feedback to COPS for continuous improvements on CXX journey.
- Analyse regional customer base in conjunction with Head Office CVM team to provide insight and recommendations on trends or behaviour of base.
- Customer appreciation trackers, (e.g. tNPS, rNPS, BMS, MAPS) to derive Customer insights and Customer Strategy for input on CX, Product and CVM growth objectives.
- Matric / Grade 12, and
- 3 year commercial/Data Analytics/marketing/sales diploma or degree (NQF 6 or higher) or SAQA accredited equivalent (essential) with
- 3-5 years relevant experience (essential)
- Valid Driver's licence (essential)
- Knowledge of products (advantageous)
- Product pricing analysis
- Planning and organising
- Performance analysis and reporting
- Big data analytics
- Ability to work with complex information and data.
- Ability to build strong relationships and credibility with multiple stakeholders.
- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies
Closing date for Applications: 14 October 2025
The base location for this role is Umhlanga
The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.
Data Analysis Lecturer
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Eduvos
is looking to hire the services of an
Independent Contractor, Data Analysis Lecturer
,
at our
Durban
campus on a part-time basis.
Type Of Appointment
Independent Contractor (part-time; flexible workhours agreement)
Purpose
- To lecture Data Analysis-related modules, in the Law faculty on a part-time (contractual) basis.
- To assist in the administration and departmental affairs and activities as required by the academic department.
Data Analysis Lecturer
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Job Description
Eduvos is looking to hire the services of an Independent Contractor, Data Analysis Lecturer, at our Durban campus on a part-time basis.
Type of appointment:
Independent Contractor (part-time; flexible workhours agreement)
Purpose:
- To lecture Data Analysis-related modules, in the Law faculty on a part-time (contractual) basis.
- To assist in the administration and departmental affairs and activities as required by the academic department.
Minimum qualifications required:
- Honours degree in Statistics/ Data Science / Mathematics/ Computer Science/ Information Systems or a relevant qualification (A Masters qualification will be an advantage)
Experience:
- Minimum: 1 - 2 years relevant lecturing experience
- Necessary knowledge of higher education practices and processes
- Relevant research experience
Modules to be lectured:
- Introduction to Data Analysis
- Computer Skills (All Levels)
Responsibilities:
- Lecturing
- General administration
- Setting and marking of assessments
- Preparation of notes and additional study materials
- Quality Assurance
- Management of At-risk students
Competencies
- Initiative and responsibility
- Constructive teamwork, relations and networking
- Influence
- Analysis and judgement
- Innovation and change
- Systematic approach (planning and organising)
- Steadiness (emotional tenacity)
- Communication
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Data Analytics and Data Analysis Lecturer
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Eduvos is looking to hire the services of an Independent Contractor, Data Analytics and Data Analysis Lecturer, at our Vanderbijlpark campus on a part-time basis.
Type of appointment:
Independent Contractor (part-time; flexible workhours agreement)
Purpose:
- To lecture Commerce-related modules, in the faculty on a part-time (contractual) basis.
- To assist in the administration and departmental affairs and activities as required by the academic department.
Minimum qualifications required:
- Honours in ITC
- Certificate in Power BI
Experience:
- Relevant lecturing experience
- Necessary knowledge of higher education practices and processes
- Relevant research experience
Modules to be lectured:
- Data Analytics (Power BI)
- Data Analysis
Responsibilities:
- Lecturing
- General administration
- Setting and marking of assessments
- Preparation of notes and additional study materials
- Quality Assurance
- Management of At-risk students
Competencies
- Initiative and responsibility
- Constructive teamwork, relations and networking
- Influence
- Analysis and judgement
- Innovation and change
- Systematic approach (planning and organising)
- Steadiness (emotional tenacity)
- Communication
Biostatistician Consultant for HIV Prevention Implementation Study Data Analysis
Posted today
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Job Description
Project:
Implementation Study on the Dapivirine Vaginal Ring
Location:
Remote
Duration:
12 months, part-time consultancy basis
Application Deadline:
20 October 2025
Background
An implementation study on the dapivirine vaginal ring (DVR) was conducted in South Africa, Kenya, Zimbabwe, Lesotho, Uganda and Eswatini. The study generated quantitative data on uptake, adherence, and user experiences. We are seeking a qualified Biostatistician to support data analysis for an implementation study on the dapivirine vaginal ring, a long-acting biomedical HIV prevention method. The consultant will analyze quantitative data on uptake, adherence, and user experiences, producing report and publication-ready results to inform regulatory, policy and programmatic decisions.
Scope of Work
· Review study protocol, objectives, and datasets.
· Develop and finalize a statistical analysis plan (SAP).
· Clean and merge datasets
· Conduct appropriate statistical analyses, including descriptive, inferential, and multivariable analyses
· Provide guidance on data quality, management, and handling of missing data.
· Generate report and publication-ready tables, figures, and outputs.
· Contribute to interpretation of findings and drafting of results sections for reports and manuscripts.
· Participate in virtual meetings with the study team as needed.
Deliverables
· Finalize statistical analysis plan.
· Clean and merge datasets
· Write reproducible code (Stata/R/SAS preferred) and conduct appropriate statistical analyses.
· Comprehensive results tables and figures (report and publication ready).
· Analytical report summarizing findings.
· Contributions to reports, manuscripts, policy briefs, and presentations as needed.
Qualifications
· Advanced degree (MSc) in Biostatistics, Statistics, or related quantitative field, PhD preferrable.
· Demonstrated experience in analyzing implementation science or public health studies.
· Proficiency in Stata, R, or SAS.
· Strong track record of peer-reviewed publications or reports.
· Familiarity with HIV prevention research and/or women's health interventions desirable.
· Excellent communication skills and ability to work collaboratively with multidisciplinary teams.
Level of Effort & Duration
Estimated 12 days per month (3 days/week) over 12 months (with flexibility based on agreed scope) from 01 November 2025 to 31 October 2026. Remote, with communication primarily via email/virtual meetings.
How to Apply
Interested applicants should submit:
Cover letter outlining relevant experience.
CV (max 4 pages).
Example(s) of previous analysis outputs (tables/figures/manuscript contributions).
Proposed daily or monthly consultancy rate.
Send applications to:
Deadline: 20 October 2025
Customer Experience
Posted today
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Context
Our client is assisting a leading financial services organisation who recently completed the development of a comprehensive
Customer Experience (CX) strategy
. The next phase of work focuses on
translating that strategy into actionable execution plans
across the business. This engagement involves supporting client teams as they deepen and operationalise their CX execution plans, and facilitating sessions to help each business unit understand the practical implications of the recommendations as they begin implementation.
Role Overview
The Consultant will play a hands-on role in supporting the client's internal teams to move from strategy to execution. The focus will be on
facilitation, analysis, and structured support
to ensure that the CX strategy is effectively embedded across business units. This includes helping teams clarify priorities, define tangible next steps, and identify enablers or blockers to execution.
Key Responsibilities
- Support the translation of the CX strategy into actionable business unit plans
- Facilitate client workshops and discussions to align teams on execution priorities
- Analyse existing CX data, initiatives, and processes to identify gaps and dependencies
- Support the development of practical action plans and tracking mechanisms
- Document insights, key decisions, and progress in structured, presentation-ready formats
- Collaborate closely with client stakeholders and senior consultants to ensure delivery quality
Requirements
- ~2+ years' consulting experience in
Customer Experience, Business Consulting, or related fields - Strong understanding of customer experience principles, journey mapping, or service design
- Proven facilitation and communication skills, both verbal and written
- Analytical and structured problem-solving capability
- Experience working within or alongside financial services organisations advantageous, though not essential
- Self-starter with strong collaboration and client engagement skills
Contract Details
- Contract Type:
Fixed monthly rate for the project duration - Timing:
Start 20 October, ~8-week duration - Location:
Johannesburg preferred (hybrid); mostly work from home with
~3 in-person client facilitation meetings per week
Please apply via the Apply button on this post. Direct outreach on LinkedIn or email won't be considered an application