Customer Experience and Data Analyst

To Carry Out Your Role…

• You'll dissect customer data on everything from purchase to engagement to churn, uncovering trends and painting a clear picture of the customer journey.
• Become a customer journey cartographer, mapping out each touchpoint and identifying pain points or opportunities to delight customers.
• Collaborate with teams across the company to design and implement solutions or experiments that make the PressOne Africa experience seamless.
• Analyse the results of your experiments and present your findings in clear reports that drive action and improvement.

The Ideal Candidate

• A data-driven investigator with a deep understanding of customer behaviour (a minimum of 2 years of experience in data analysis, or a similar role).
• You're a natural problem-solver, able to identify patterns, connect the dots in the data, and come up with creative solutions.
• Excellent communication skills – you can take complex data and turn it into actionable insights for teams across the company.
• Familiarity with data analysis tools (Excel, SQL, Tableau, etc.) and an eagerness to learn new ones.

Your Key Responsibilities

• Data Analysis and Reporting: Dive deep into PressOne Africa's customer data, identifying trends, bottlenecks, and areas for improvement across the journey. Build dashboards and reporting structures to track key metrics.
• Customer Journey Mapping: Create visual representations of how customers interact with PressOne, highlighting where they excel and where they stumble.
• Engagement Campaigns: Design and test engagement initiatives such as targeted campaigns, educational content, and incentives tailored to drive higher call volumes.
• Collaboration & Experimentation: Work with teams to design tests and experiments to improve onboarding, drive engagement, and increase customer satisfaction. Analyse results and propose improvements.
• Insights and Action: Translate complex data findings into clear recommendations. Work with the team to implement impactful changes to our customer experience.

What You Should Have

• Bachelor's degree in Data Science, Computer Science, Mathematics, or a related field.
• 2+ years of experience working with data analysis tools (Excel, SQL, Python, Tableau, or similar).
• Passion for understanding customer needs, behaviour and improving user experiences.
• Excellent problem-solving and critical thinking skills.
• Strong written and verbal communication.