Senior Customer Insights & Analytics Specialist at Yoco

About the role

• We’re looking for a Senior Customer Insights & Analytics Specialist to join our CX Enablement team. This role sits at the heart of Yoco’s mission to help entrepreneurs thrive by deeply understanding our merchants — their challenges, behaviours, and opportunities for growth.
• You’ll turn complex customer and service data into clear, actionable insights that drive decision-making across Customer Operations and beyond. By activating the voice of the customer and embedding data-informed thinking, you’ll help Yoco deliver smarter, faster, and more merchant-centric experiences.
• You’ll collaborate closely with Yoco’s Central Data team to ensure quality, consistency, and governance — while focusing on interpretation, storytelling, and business enablement.

What you will be doing
Voice of Customer (VoC) Activation

• Consolidate merchant feedback from support, surveys, and product usage into actionable insights that shape product and operational decisions and drive merchant retention.
• Translate voice-of-customer data into clear recommendations that influence CX priorities and measurable outcomes (NPS, CSAT, CX Score, or retention).

CX Data Analysis & Reporting

• Build and maintain intuitive dashboards and reports using SQL and BI tools to uncover trends and friction points.
• Enable self-service analytics across Customer Operations to reduce decision latency and improve data accessibility.

Customer Journey Intelligence

• Monitor end-to-end merchant journeys, identifying drop-offs and opportunities for delight.
• Present journey insights to CX leadership and cross-functional teams, driving measurable experience improvements.

Cross-Functional Enablement

• Partner with Product, Revenue, and Operations to embed insights into decision-making and strategy.
• Develop frameworks, templates, and dashboards that make customer intelligence accessible to all teams.

Continuous Improvement & Feedback Loops

• Establish scalable systems to track, share, and refine insights — closing the loop between analysis and action.
• Monitor the business impact of implemented recommendations on key metrics like activation, retention, and cost-to-serve.

About you

• You’re a curious problem-solver who finds stories in data and turns them into meaningful action.
• Bachelor’s degree in Data Science, Business Science, Economics, or similar
• You have 5+ years’ experience in customer insights, analytics, or CX optimisation.
• You bring strong analytical and storytelling skills, using data tools (like Looker, SQL, Tableau, Power BI, or similar) to simplify complexity (Experience designing/running Voice of Customer or NPS programs is beneficial).
• You’re comfortable working with large, complex data sets - but even more comfortable explaining insights clearly to non-technical stakeholders.
• You’re collaborative by nature - you enjoy working across teams to make customer understanding a shared superpower.