NCBA Group Customer Insights Officer Jobs in Kenya

NCBA Group Customer Insights Officer Jobs in Kenya

Job Purpose Statement

Customer insights will be responsible for gathering and analyzing data about customers, prospects, or other end-users. She/he will work to better understand the needs of these individuals so that the company can create more effective products and services.

Key Accountabilities (Duties and Responsibilities)

Financial

Improved customer life time value through
continuous improvement in service delivery

Getting it right the first time by sharing research insights with product development teams and other relevant stakeholders in order to develop relevant products and improve existing ones

Internal Business Processes

Monitoring industry trends to identify
opportunities for new products or markets that
could benefit the company

Conducting research to identify customer
preferences, needs, and attitudes about products or services

Reviewing data to identify patterns in customer
behavior or preferences

Conducting interviews and focus groups with
customers to gather feedback on existing products or services

Reviewing historical data to identify trends in customer behavior or preferences over time

Compiling reports based on findings from
research and data analysis to provide
recommendations for decision makers

Identifying customer needs and then designing
and implementing solutions that meet those needs with appropriate products or services

Determining how customers use existing products or services and how they could be improved

Identifying target customer segments and
creating marketing strategies to reach those
segments

Validate company assumptions with customer
data

Work closely with counterparts in other specialist teams (Data Science, BI, Consumer Research) in order to addresses client needs

Analyze large amounts of data in order to
identify trends and patterns that will inform future product development efforts

Track NPS, CSAT and CES metrics to quickly
enable business resolve customer pain-points and Increase customer retention

Customer

i- Monthly feedback sessions

with cross functional teams

Weekly team meetings to brainstorm on
initiatives.

Achieve 30% reduction on top customer
escalations through product improvement
initiatives

Reporting and updating the issues on the
tracker on a weekly basis

Learning and Growth

Stakeholder empowerment

Identify gaps and recommend training needs
for internal support teams.

Give recommendation on different customer
education to commercial and marketing teams

Personal Growth

Manage personal learning and development
against personal develop plan

Ideal Job Specifications

Academic:

University degree Upper 2nd Class Honors or 3.0 GPA

Professional:

Proficient in use of relevant MS Office applications and statistical packages.

Any research certification will be an added advantage

Prior experience in a similar role

Experience design certification will be an added advantage

Strong collaboration and agile mindset

Analytical Skills

Desired work experience:

At least 3 years working experience in a customer service environment and/or customer insights & analytics

Understand marketing enough to hold meaningful
conversations with client’s marketing & business teams.

Knowledge of Quantitative research techniques and methodologies.

Hands-on experience in building data-driven models and dashboards

Strong customer service and interpersonal communication skills

Ability to analyze and interpret data in a challenging and insightful manner

Knowledge of data protection act 2019

How to Apply

For more information and job application details, see; NCBA Group Customer Insights Officer Jobs in Kenya

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