Key
Responsibilities:
Data
Analysis & Reporting
- Collect, clean, and
analyze customer data (NPS, surveys, app usage, repayment behavior).
- Build regular reports and
dashboards to track satisfaction, retention, and engagement.
- Identify trends, risks,
and opportunities in customer behaviour.
Communication
& Process Support
- Support testing and
rollout of communication templates (SMS, email, WhatsApp).
- Assist in evaluating
performance of call scripts and outbound campaigns.
- Provide data-driven
recommendations to improve communication effectiveness.
Customer App & Digital Insights
- Analyze customer app
usage patterns and identify pain points.
- Work with IT and product
teams to provide analytical input for app improvements.
- Track adoption and impact
of new digital features on customer experience.
Customer
Feedback & Insights
- Support collection and
analysis of NPS and survey results.
- Summarize insights into
clear presentations for management and cross-functional teams.
- Track impact of customer
feedback initiatives on product and service improvements.
Collaboration
& Continuous Improvement
- Work closely with
Customer Success, Sales, and IT teams on improvement projects.
- Assist in A/B testing and
monitor outcomes of customer journey or communication changes.
- Document processes,
insights, and lessons learned to support continuous improvement
Qualifications:
- A degree in Business,
Economics, Statistics, or related field.
- 2–4 years of experience
in business analysis, customer insights, or related analytics roles.
- Strong analytical and
problem-solving skills with attention to detail.
- Proficiency in Excel and
data visualization tools (e.g., Power BI, Tableau, or similar).
- Experience with customer
data (NPS, CRM, surveys, or digital engagement metrics).
- Ability to translate data
findings into clear business recommendations.
- Excellent communication
and presentation skills.
- Comfortable working
cross-functionally with commercial, product, and IT teams.
- Familiarity with A/B
testing and performance tracking is an advantage.
How to Apply
 Job in Kenya - Eleving Group){kind=link}