Business Analyst | Retail Client Services | Client Service Solutions (8717) at Allan Gray Proprietary Limited

Business Analyst - CX Data Analytics Specialisation

• The Client Experience (CX) team is made up of several Business Analysts, Specialists and Product Owners. The main purpose of the business analyst (BA) role is to provide in-depth analysis and project support within the Allan Gray Client Experience team.
• The candidate applying for this role should have a strong interest in data analytics and using data to solve client service-related business problems. This is a high performance, fast paced environment which prioritises data-driven decision making and measurement and tracking of business value.

Strategic fit with Allan Gray’s CX strategy:

• Provide business intelligence to enable, support and enhance the broader client experience and retail business strategy
• Be the data competence centre for CX related data and insights for the Retail business, with a deep understanding of client interaction data across all our Retail servicing channels
• Focus on our business-critical questions and provide insightful analysis and reporting that improves decision making and identifies opportunities for incremental or transformational improvements in CX outcomes

Some of the long-term objectives of the stream include:

• In-depth client behavioural analysis - this involves in-depth and holistic understanding of client behaviour. Achieved by combining interaction data points collected from all channel touchpoints and overlaying this data with salient features of the client’s profile.
• Data governance – this involves processes and projects to improve data accuracy, usability, storage and documentation to support analytics and regulatory compliance.
• Develop the predictive arm of our analytics capability - develop our ability to use historical data combined with other analytical tools such as statistical modelling to predict future outcomes and their probability.
• Increase efficiencies - deep understanding of the factors that drive inefficiencies in client interactions. Specific efforts to shift interactions to the correct channels to achieve scalability and find innovative methods to increase efficiencies where interactions canno be self-serviced.
• Blend offline and online analytics - advance the efforts on developing online analytics to get us to a position where offline and online client behaviour can be blended to provide richer data on client behaviour.
• Enable the business to be more self-sufficient with basic data analytics by providing tools and training
• Perform the basics better - continuously learn, improve, and enhance the BAU areas.