1,474 Customer Experience Analyst jobs in South Africa
Customer Experience Analyst
Posted today
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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
Posted today
Job Viewed
Job Description
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
Customer Insights Specialist
Posted 21 days ago
Job Viewed
Job Description
Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more.
A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.
The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data.
To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience.
The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.
What will make you successful in this role?- Drive a comprehensive Customer Insights strategy including ownership of tools used
- Drive strategies and execution of plans to advance customer advocacy across channels
- Develop standard processes for measuring insights across journey steps and customer success
- Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation
- Merging all insights across the business and using them to provide comprehensive insights across all functionalities.
- Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights
- Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals
- Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels
- Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services.
- Share VoX results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
- Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
- Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
- Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms
- Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
- Conduct research within internal teams or with external partners to understand the customer and partner journey
- Make recommendations for operational improvements by analyzing quality performance
- Collaborate across Santam Group business units to develop the ‘What good looks like’ models
- Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
- Net Promoter Certification is advantageous
- 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
- 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
- Proven experience implementing new customer experience processes and standards
- Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
- Familiarity with CRM and D365 Customer insights model
- Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
- Demonstrated passion for Customer Experience and acting as an advocate for customers
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
- Experience applying statistical techniques and working knowledge of statistics concepts.
- Experience designing and developing Tableau reports
- Shown experience delivering customer insights that drive key performance metrics
- Experience in impact modeling, regression analysis, cluster/factor analysis
- Strong critical thinking, influencing, and relationship management skills
- Excellent written and communication skills
- Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision
- Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
- Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
- Comfortable working through large data sets of information and aligning data across systems and sources
- Strong project management and change management skills
- Advanced MS Excel / PowerPoint experience
- High competency in surveying principles and methodologies
- Customer centric
- Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external
- High confidence, self-driven individual who can remain calm and focused under pressure
- Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps
- Ability to effectively deal with conflict situations
- Ability to be organized while working in a complex, fast-paced and dynamic environment
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
About The CompanySantam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.
#J-18808-LjbffrCustomer Insights Analyst
Posted today
Job Viewed
Job Description
Main Purpose
Bringing the customer to life through the application of data and the integration of multiple data sources. Informing customer behaviour through establishing and maintaining customer databases and a full 360 view of the customer. Support the drive to become a customer-led organisation by partnering with key business stakeholders to inform the overall retail strategy and to deliver customer insights, such that business decisions better reflect the prevailing consumer and market behaviors and deliver stronger more profitable customer relationships.
Key Responsibilities
- Through the analysis of internal customer data and integration of market research or other secondary data sources, provide robust, relevant and actionable customer insights to address business questions that will assist in strategic and tactical retail planning. Analysis of both ad- hoc business questions and continuous campaign performance tracking for future optimization.
- Work closely with the buying groups and different business units to ensure that the organization has a thorough understanding of their customers, through the provision of timeous strategic and operational customer reporting and actionable recommendations. Unpacking key KPI's that align to the business strategy at the time, and takes a holistic approach to customer interactions by providing insights from a single view of the customer perspective to truly drive a data driven business culture.
- Work closely with BI and IT to ensure that reporting frameworks, platforms and KPI's are relevant and up to date with the view of automating information that is consistently required. Staying abreast of new methodologies to ensure that customer models are kept up-to-date and relevant with a view of integrating streams of data flowing from research, customer transactions, social media feeds and other relevant external and internal customer information.
- Partner with the different teams in the Customer Insights and Advanced Analytics department to assist in driving different strategies in the marketing team and business wide;
- Partner with the Market Research team to support planning, design and implementation of market research initiatives through the understanding of the customer base, but also post research, gather and manage customer research data to integrate with transactional data to inform behavior through a full 360 view of the customer model.
- Partner with the Loyalty and Direct Marketing team through the provision of key metrics that aid the team in measuring the effectiveness of their strategies and growing the Woolworths Loyalty base.
- Represent the Woolworths customer to key stakeholder including senior leadership during the BU strategic planning processes.
- Keep abreast of new technologies and suppliers seeking opportunity for continual improvement of Woolworths' capabilities to enable better delivery of strategic insights based on business needs and gaps.
- Integrate with selling, operations, digital, BI and other business areas to identify synergies and opportunities across an array of business functions.
Key Competencies
- A 3 to 4 year degree in Business Science/Mathematics/Statistic or a similar 4 year (Hons) degree.
- Minimum 5 years analysis or consultancy experience in retail sector or relevant organisation.
- A minimum 5 years' experience in an analytical role specializing in strategic insights (research and analytics), data manipulation, interpretation, data mining, advanced analytical solutions & model building and application and report writing.
- Experience in data mining and working with large databases.
- Strong ability to be able to query, structure, clean and extract data for analysis (i.e. SQL/Python). Experience working in big data cloud environments and knowledge of cloud based analytical environments (such as AWS).
- Knowledge of data manipulation & visualisation software: Qlikview, QuickSight, QlikSense and Tableau.
- Experience in customer analytics in a large business environment.
- Strong analytical skills and knowledge of analyzing information and interpreting/translating it into non-technical, commercial recommendations.
- Ability to turn data into actionable intelligence and insights.
- Advanced MS Excel and MS PowerPoint skills.
- Knowledge of database segmentation.
- Business acumen: Proven understanding of business environments and processes.
- Ability to apply techniques in a practical way within a business environment.
- Excellent communications skills: ability to interact effectively with colleagues at all levels of the organization.
- High attention to detail.
- Strong planning and organizational skills.
- Ability to work on multiple projects simultaneously.
- Self-motivated.
- Conceptual and Problem solving ability.
- Process thinking ability.
- Research supplier relationships and networks advantageous.
- Excellent critical thinking skills.
- Teamwork: proactively establish and maintain effective working team relationships with all stakeholders.
"As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions"
Customer Insights Specialist
Posted today
Job Viewed
Job Description
Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more.
A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.
The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data.
To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience.
The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.
What will make you successful in this role?- Drive a comprehensive Customer Insights strategy including ownership of tools used
- Drive strategies and execution of plans to advance customer advocacy across channels
- Develop standard processes for measuring insights across journey steps and customer success
- Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation
- Merging all insights across the business and using them to provide comprehensive insights across all functionalities.
- Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights
- Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals
- Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels
- Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services.
- Share VoX results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
- Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
- Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
- Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms
- Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
- Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
- Conduct research within internal teams or with external partners to understand the customer and partner journey
- Make recommendations for operational improvements by analyzing quality performance
- Collaborate across Santam Group business units to develop the ‘What good looks like’ models
- Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
- Net Promoter Certification is advantageous
- 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
- 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
- Proven experience implementing new customer experience processes and standards
- Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
- Familiarity with CRM and D365 Customer insights model
- Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
- Demonstrated passion for Customer Experience and acting as an advocate for customers
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
- Experience applying statistical techniques and working knowledge of statistics concepts.
- Experience designing and developing Tableau reports
- Shown experience delivering customer insights that drive key performance metrics
- Experience in impact modeling, regression analysis, cluster/factor analysis
- Strong critical thinking, influencing, and relationship management skills
- Excellent written and communication skills
- Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision
- Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
- Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
- Comfortable working through large data sets of information and aligning data across systems and sources
- Strong project management and change management skills
- Advanced MS Excel / PowerPoint experience
- High competency in surveying principles and methodologies
- Customer centric
- Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external
- High confidence, self-driven individual who can remain calm and focused under pressure
- Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps
- Ability to effectively deal with conflict situations
- Ability to be organized while working in a complex, fast-paced and dynamic environment
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
About The CompanySantam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.
#J-18808-LjbffrCustomer insights specialist
Posted today
Job Viewed
Job Description
Analyst, Customer Experience
Posted today
Job Viewed
Job Description
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
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Customer Insights & Reporting Team Leader (JHB North)
Posted 5 days ago
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Job title : Customer Insights & Reporting Team Leader (JHB North)
Job Location : Gauteng, Johannesburg
Deadline : October 03, 2025
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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.
- 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.
- 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.
- 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
- 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
- Research / Data Analysis jobs
Fraud Analyst - Customer Experience Ambassador
Posted 10 days ago
Job Viewed
Job Description
Join to apply for the Fraud Analyst - Customer Experience Ambassador role at Absa Group
Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of history and positioned as a local bank with regional and international expertise, a career with Absa offers the opportunity to be part of growth, reset the future and shape our destiny as a proudly African group.
OverviewRole: Fraud Analyst - Customer Experience Ambassador. Focus on executing strategic initiatives to improve customer communications, experience and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
Responsibilities- Execute strategic initiatives to improve customer communications, experience, and service, ensuring that the voice of the customer is integrated into all aspects of fraud management.
- Conduct customer experience meetings and workshops with Absa staff nationally; include internal and external customer education in the Fraud Squad role.
- Assist in process improvement, analysis and business process management functions—either as a standalone project or as part of wider change programmes.
- Work closely with internal teams and stakeholders to foster a customer-centric approach that enhances satisfaction, trust, and loyalty.
- Provide service and manage the customer experience by attending to and resolving all fraud-related customer unhappiness within Fraud Solutions.
- Assist in delivering projects that lead to an industry-leading customer experience.
- Leverage insight and data to ensure products/services/solutions are designed around the customer.
- Define and conduct research activities, and evaluate findings.
- Design, develop and deliver ongoing customer experience improvements and innovations that differentiate Absa.
- Review and approve outputs of design and technical teams to ensure the planned user experience is achieved during implementation.
- Collaborate in a team to document requirements and prioritisation from business stakeholders through workshops and relevant documentation, tracking delivery and reporting on progress.
- Accountability: Customer Experience Enablement
- Work with insight teams to understand market needs and competitor strategies, identifying opportunities to enhance customer experiences through benchmarking, reviews and surveys.
- Understand and mitigate potential risks to strategic customer experience initiatives.
- Help develop capabilities that differentiate clients and meet consumer needs.
- Develop solutions enabling front-line teams to provide sustainable, proficient, and professional service.
- Develop solutions to address repetitive customer failures from root causes and insights.
- Implement service initiatives aligned to targets for customer service level improvements (e.g., NPS, Customer Satisfaction Index, Complaints, Quality).
- Accountability: Relationship Building & Team Working
- Develop relationships across Absa to deliver consistently great customer experiences and leverage best practice.
- Build networks with Retail & Business Bank to influence ways of working.
- Engage with business as part of cross-functional teams to develop improvement solutions.
- Pursue personal development to increase effectiveness.
- Accountability: Customer Unhappiness Resolution
- Receive, resolve and respond to complaints obtained through various channels.
- Identify recurring problems and provide input into solutions to minimise reoccurrence.
- Take proactive actions to enhance positive customer experience.
- Relevant degree (NQF Level 7) or equivalent.
- 3-5 years retail banking experience.
- Proven experience in customer experience management, preferably in financial services or fraud prevention.
- Strong understanding of customer journey mapping, service design, and customer-centric process improvements.
- Excellent communication and interpersonal skills with ability to engage and influence stakeholders at all levels.
Bachelor’s degrees and Advanced Diplomas: Law, Military Science and Security (Required).
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments contribute towards equitable demographic representation and diversity of the workforce.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
Seniority level- Mid-Senior level
- Full-time
- Finance and Sales
- Banking and Financial Services
Manager, Customer Analytical Insights
Posted 1 day ago
Job Viewed
Job Description
Business Segment: Personal & Private Banking
Location: ZA, GP, Johannesburg, 30 Baker Street
To drive Personalisation objectives for Personal and Private Banking. Develop and implement high-impact, data-driven strategies and business cases, both proactively (based on identified opportunities) and reactively (guided by segment needs). Provide customer, account, transactional and geographic insights for specific projects within PPB-SA that will directly support their strategic and tactical initiatives. This spans across all PPB-SA segments, regions, and products. Partner with various personalisation teams to deliver personalised conversations on Next Best Action (NBA) across channels and ensure strategic alignment with the relevant product and segment and coverage stakeholders.
Qualifications- B.Com Degree in Data Analytics / Information Technology / Data Science
- Postgraduate Diploma or Honors Degree (Advantageous)
- 5-7 years experience in knowledge discovery, data mining, or customer intelligence within a financial institution.
- Background in analytics or product/segment roles focused on monitoring and managing customer behaviours and trends.
- Ability to translate analytical insights into actionable business deliverables.
- Collaborate with various teams to implement personalised conversations through Next Best Action (NBA) across multiple channels, ensuring strategic alignment with product, segment, and coverage stakeholders.
- Scope projects, including defining objectives, creating project plans, and managing timelines.
- Articulating Information
- Developing Strategies
- Directing People
- Examining Information
- Following Procedures
- Interpreting Data
- Inviting Feedback
- Making Decisions
- Producing Output
- Providing Insights
- Resolving Conflict
- Team Working
- Business Process Improvement
- Data Integrity
- IT Applications
- IT Business Analysis/ Feature Analysis
- IT Systems
- Software Development Life Cycle (SDLC) methodologies & Tools