Insights & Reporting Analyst

This role is responsible for leading the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels. The primary objective is to provide actionable insights that identify trends, service gaps, and improvement opportunities. The position supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance. The role involves collaborating with cross-functional teams to ensure data-driven decision-making and to implement improvements based on insights derived from client feedback and performance metrics. Additionally, the role requires presenting findings to senior management and other stakeholders in a clear, concise, and impactful manner.

First Degree in Business Commerce, Mathematical Sciences, Analytics or a related field; Minimum of 5 years’ relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence; Proven experience in analysing client experience, complaints, service performance, and customer feedback data to identify trends, uncover root causes, and deliver actionable insights that drive business improvement; Strong proficiency in data visualisation, dashboard development, reporting tools, and the effective presentation of insights to stakeholders including senior management; Sound understanding of data governance principles, data quality standards, risk management, regulatory compliance requirements, and internal control frameworks; Demonstrated ability to handle sensitive customer and business information with integrity and confidentiality.