Senior Officer: Customer Analytics

Closing date: 17 March 2026

Purpose of the Job: Reporting to the Manager: Customer Experience Centre Enablement, the successful incumbent is responsible for developing a clear and comprehensive view of the customer experience through data on customer behavior and insights to enable the business to acquire, develop and retain customers more profitably and effectively.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Marketing/ Information Management/ Customer Relations related qualification.
• Relevant 4 years’ experience in a Customer Analytics related environment.

Technical and behavioral competencies required

• Planning, organising and coordinating.
• Personal mastery.
• Judgment and decision making.
• Ethics and values.
• Client service orientation.
• Proficient with PowerPoint, Excel, Word, and MS Project.
• Strong understanding of operations.
• Project management.
• Digital and social media marketing insights.
• Ability to translate data into simple insights, conclusions and recommendations.
• Data visualisation.
• Report writing.

KEY PERFORMANCE AREAS

Customer Analytics

• Work closely with the research team to carry out design and roll out research to check customer and market insights to support business case developments, products design and customer journey workings.
• Participate in research design, analysis and the presentation of data to uncover unique actionable insights about customer behavior, technology and financial implications.
• Define insightful hypothesis and identify methods to leverage company’s large internal data sets to validate hypothesis and work with proprietary data.
• Monitor customer usage patterns or metrics to advise opportunities for new products, services or opportunities for new revenue lines and user experiences.
• Create, implement and distribute ad-hoc surveys based on internal stakeholder objectives.
• Monitor metrics, dashboards, reports to identify trends and track the impact of key initiatives.

Reporting

• Contribute to the preparation and submission of regulation reports.
• Participate in the development of functional reporting systems for management, project or performance reporting.

Stakeholder Management

• Form proactive and progressive relationships with key stakeholders.
• Deal with inquiries and requests for information from both internal and external stakeholders.

Qualifying Persons with Disabilities (PWD) applications must be given first preference.

For job related queries contact Mzwandile at 083 805 1591