adminPaga is a licensed financial services and leading payments company in Nigeria, focused on simplifying financial access for one billion people. Founded on the notion that mobile phone ubiquity can create an ecosystem for digital money transactions, Paga empowers people to easily send and receive money and access financial services.
We are hiring for:
Job Title: Senior Analyst, Customer Intelligence, & Reporting.
Location: Yaba, Lagos.
Contract Type: Full-Time.
Division: Customer Experience.
Reports to: Manager, Service Operations.
The Role
- Responsible for gathering and analyzing customer behavioral data (reference & transactional) across key service touch points to improve and drive customer relationship management and the overall customer experience in accordance with Paga CX strategy.
Roles and Responsibilities
- Maintain accurate records of customer experience intelligence as gathered from diverse sources, including research, systems-based information sources, and competition benchmarking.
- Liaise with the consumer research team to provide the insight required to drive improvement in key CX metrics, e.g. NPS, Customer loyalty, CSAT, etc.
- Collaborate with relevant stakeholders to integrate customer behavioral data into the overall Paga CX strategy.
- Responsible for providing insight from customer transactional data, mirroring both traditional and digital service touchpoints.
- Assist in providing data/insight required for customer experience journey mapping and recovery planning.
- Assists with tracking, analyzing, and reporting contact center and agent performance statistics.
- Works with line Manager and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis on key business objectives for activities related to production management, including.
- Ensuring the data described above is in a usable format for various levels of management and is distributed in a timely manner.
- Ensuring data and report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure the accuracy of report data.
- Interacting with internal customers to clarify report requests and determine report specifications.
- Document all information related to each report generated (code, process to run the report, exactly how the report is run, metric definitions, calculations, etc.).
- Prepare and compile agreed-upon periodic activity and performance reports for the attention of the Manager, Service Operations.
- Performs other related duties as directed by Manager, Service Operations.
Education and Experience
- First Degree or its equivalent in a relevant discipline.
- Three (3) to five (5) years of relevant work experience.
- Proficiency in Ms Office – Visio, Excel, Word, and PowerPoint.
- Excellent business analysis skills including a wide range of techniques for data and analysis (including process modeling, process mapping, and business requirements specification).
- Communicates tactfully and effectively both verbally and in writing.
- Maintain effective work relationships with all stakeholders and 3rd party partners.
- Flexibility and adaptability to new instructions and/or dynamic organizational priorities.
- Must be a team player and able to work collaboratively with and through others.
- Advanced problem-solving and root-cause identification skills.
- Customer service background will be an added advantage.
Application Closing Date
Unspecified.
Method of Application
Qualified candidates who are interested should:
Click here to apply
Crucial Notice
We are an equal opportunity employer and place value on diversity and inclusion. We do not discriminate based on religion, color, race, ethnic origin, nationality, marital status, sexual orientation, gender, disability, or age in our employment practices.
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