65 Cx Analyst jobs in South Africa

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”