Specialist Analyst - Customer Experience Channel Management at Absa Group Limited (Absa)

Job Summary

• Righly motivated and detail-oriented Research Analyst to support our Customer Experience Channel Management team. As a Research Analyst, you will play a crucial role in gathering and analyzing customer data, conducting market research, and providing actionable insights to optimize our customer experience channels. You will work closely with cross-functional teams to drive improvements and ensure a seamless and satisfying customer journey across various channels.

Job Description

Key Responsibilities:

• Conduct comprehensive research and analysis on customer experience channels, including digital platforms, call centers, chatbots, social media, and other relevant touchpoints.
• Gather and analyze customer data, such as feedback, surveys, and behavioral patterns, to identify trends, pain points, and areas for improvement.
• Collaborate with stakeholders to define research objectives, develop research methodologies, and design surveys, interviews, and usability tests.
• Collect and interpret customer feedback and insights through surveys, focus groups, and other research methods to inform decision-making and drive customer-centric improvements.
• Stay up-to-date on industry trends, best practices, and emerging technologies in customer experience channel management to make recommendations for innovation and optimization.
• Monitor and analyze competitor activities and customer experience benchmarks to identify opportunities for differentiation and improvement.
• Develop and maintain dashboards, reports, and data visualizations to effectively communicate research findings and key performance indicators.
• Collaborate with cross-functional teams, including product managers, marketing, and customer service, to implement customer experience enhancements and ensure alignment across channels.
• Support the implementation and monitoring of customer experience metrics and performance indicators to track the effectiveness of channel management strategies.
• Present research findings, insights, and recommendations to stakeholders, including senior management, with clear and concise written reports and presentations.

Qualifications and Skills:

• Bachelor's degree in business, marketing, psychology, or a related field. A master's degree is a plus.
• Proven experience as a Research Analyst or similar role, preferably in customer experience, market research, or related fields.
• Strong understanding of customer experience principles, channel management, and customer journey mapping.
• Proficient in gathering, analyzing, and interpreting quantitative and qualitative data using statistical analysis tools and research methodologies.
• Excellent analytical skills, with the ability to extract actionable insights from complex datasets and translate them into practical recommendations.
• Familiarity with customer experience measurement tools, survey design, and data visualization techniques.
• Strong project management skills, with the ability to handle multiple projects simultaneously and meet deadlines.
• Excellent communication skills, both written and verbal, with the ability to present complex information in a clear and compelling manner.
• Proficiency in using data analysis tools and software such as Excel, SPSS, SAS, or similar programs.
• Strong attention to detail and a commitment to delivering accurate and reliable research outputs

Education

• Bachelor's Degree: Information Technology