Officer - Customer Intelligence.Customer Relations and Experience

Reports To

Manager - Business Planning Analysis and Reporting

Division

Customer Relations & Experience

Mission

• To Analyze large datasets to develop and maintain predictive analytics solutions, generating customer insights, enhancing customer experience, and ensuring effective system support and model performance.

Description

• Extract, analyse and interpret Customer data and advanced analytical models to generate insight to aid the execution of various Customer Relations and Experience strategies.
• Collect and analyze customer and business information and trends for forecasting and planning across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).
• Evaluate various Customer Relations programmes and conduct behavioural, data mining, customer insight generation, predictive modeling, performance management, and other relevant statistical analyses related to proposed and current Customer Relations programmes
• Ensure generation of relevant Customer Services report (daily, weekly and monthly across all regions, segment and channels) for management decision making
• purposes.
• Audit and review of Customer Relations data to ensure data integrity and adherence to data governance policies.
• Conduct competitive intelligence on products and service offerings across all regions, segment and channels.
• Provide data and analysis to support the business planning process by management.
• Forecasting, projections and trend analysis for traffic volumes and flow to the Call Center.
• Workforce dimensioning and scheduling for internal call center helpdesks.
• Liaise with outsourced call center vendors to produce and validate customer traffic and Call center performance reports.

Education

• First degree in any relevant discipline
• Fluent in English

Experience

3-7 years’ experience which includes

• Experience working in a medium organization
• Solid understanding of predictive analysis: predictive modelling, machine learning and data mining.
• Proficient in using two programming languages out of R, python and SQL.
• Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.
• Good knowledge of statistical modeling techniques and algorithms.
• Experience in Customer Care and Management