Customer Insights Manager at Zoona

Job description

If you love working in a dynamic environment where the demands are high, where you will be challenged every day and where you will get to work with a team of passionate A-Players, then this role is for you.

We are looking for a driven and experienced customer insights professional to support a data-led approach to the delivery of best-in-class customer experience as we scale our operations in Africa. Zoona currently has three customer groups consisting of over 1,000 Agents, 2,500 Tellers and over 2million Active Consumers across Zambia, Malawi and Mozambique.

WHAT YOU WILL BE DOING

• The holder of this role will own the delivery of all customer insights and data required from routine trackers, ad-hoc studies, transactional analytics and secondary sources for the design and execution of best-in-class customer experience programs for our three groups of customers.
• Driving customer understanding:
• Deploy a combination of primary and secondary research tools to continuously generate relevant data for deeply understanding our customers (agents, tellers and consumers) – their needs, wants, aspirations, constraints, delights, etc;
• Design and coordinate the execution of all market research projects at the hub and all Zoona markets to ensure robustness of the data generated – briefing, design of instruments and methodology, data collection, quality control, analysis and reporting;
• Apply rigor in the analysis of data generated from customer research, transactional data, social media and secondary sources and report back to the business for action planning.
• Work with Marketing, Products, Data, Call Center, Operations and Technology in the dissemination and integration of insights in game plans;
• CX dashboard and insights management:
• Support the Head of Customer Experience in tracking the delivered vs expected customer experience across customer groups and touchpoints;
• Update and analyse trends from the CX dashboard and communicate to the business;
• Support the in-country CX teams with insights for the design and delivery of CX initiatives;
• Effectively disseminate insights from the various customer experience trackers and support the CX team in coordinating initiatives to improve customer experience.
• Create and update comprehensive industry, competitor and customer models including, but not limited to, market share, growth projections and trends, and market forces impacting customer experience delivery.
• Market Intelligence:
• Work with colleagues in the various countries to continuously scan the business environment towards the timely identification of risks and opportunities;
• Monitor competitors and regularly report their key activities back to the business;
• Create and update comprehensive industry, competitor and customer models including, but not limited to, market share, growth projections and trends, and market forces impacting customer experience delivery.

WHO WE ARE LOOKING FOR:
The successful candidate will have the following:
Education:

• Minimum of a bachelor’s degree in a quantitative discipline or Marketing or social sciences with extensive quantitative experience;
• Knowledge, capabilities and experience:
• An experienced (5+ years) customer insights professional skilled in various quantitative and qualitative research methods;
• Familiar with various field, mobile and online survey tools, and abreast with new trends in customer research methodology/tools;
• A skilled analyst who is able to use various advanced statistical methods and the right questions to glean insights from data;
• Experience with market/customer segmentation, pricing research and customer satisfaction measurement is necessary;
• Experience using at least one statistical software such as SPSS or R (with at least intermediate skills in multivariate analysis – cluster analysis, factor analysis, SEM), and experience with SQL and database structures is a MUST;
• • Advanced skills in using Microsoft Office tools (especially Excel, Access and PPT).
• Personal traits and core competences:
• Has a strong drive to achieve results and leave legacies;
• Has an eye for details, approaches data with the right questions and knows how to recognize trends;
• Can tell stories based on data and not just report statistics and send reports;
• A confident person with excellent written and oral communication skills;
• A fast learner, also able to unlearn previous experiences in the wake of new insights.
• Willing to travel to our markets outside South Africa for research notice when required.

CULTURE FIT:

• Values fit: You must live and breathe Zoona’s values of Being Real, Entrepreneurship, Integrity, Commitment, Togetherness, and Fun in both your professional and personal life.
• Multiplier leader: You must be a consistent A-player and Multiplier leader who is never satisfied with the status quo and constantly seeks to learn and improve.
• Flexible and Agile: In a rapidly growing company like Zoona, the only constant is change. Agility and an ability to fail quickly and learn are a key part of how we work.
• Confidence and belief: You must possess the highest confidence and belief in yourself, your teammates, and your direct reports.
• Performance under pressure: You must consistently meet and deliver on rising expectations and make an impact immediately.
• Passionate about your field: You must have a passion for learning and its role in creating value and driving impact to change the world.

This is how we will help communities thrive.

We are based in Cape Town, South Africa, with trading operations in Zambia, Malawi & Mozambique. We have attracted $22 million in international venture capital investment, have grown to 1.5 million active customers, and have processed over $1 billion in transaction value across a network of 1,500 agent outlets that employ 2,500 people.
But we are just getting started. Over the next 5-years, we will:

• Become the leading financial services brand for 30 million monthly active consumers
• Develop a high-performing customer-centric culture where people are unleashed to fulfill their potential
• Establish the top-performing and most-trusted agent network in 10 countries
• Build a highly flexible and robust FinTech platform that adapts to customer needs and industry standards.