R HIGHLY NEGOTIABLE PLUS ANNUAL PERFORMANCE BONUS
Our client who has been established in South Africa investing on behalf of clients and has grown to become one of Africa’s largest investment management companies is now recruiting. This company is an investment management firm focussed on building long-term wealth for their clients. The company’s primary goal is to achieve long term wealth creation for its clients.
They now seek an experienced business analyst – CX data analytics to join their team.
The client experience (CX) team is made up of several business analysts, specialists and product owners. This is a high performance, fast paced environment which prioritises data-driven decision making and measurement and tracking of business value.
JOB DESCRIPTION WILL INCLUDE BUT NOT BE LIMITED TO:
- You will be required to provide in-depth analysis and project support within the company’s client experience team;
- You will be required to have a strong interest in data analytics and using data to solve client service-related business problems;
- Strategic fit with company’s CX strategy:
- You will be required to provide data driven intelligence to enable, support and enhance the broader client experience and retail business strategy;
- You will be required to be the data competence centre for CX related data and insights for the retail business, with a deep understanding of client interaction data across all the retail servicing channels;
- You will be required to focus on the business-critical questions and provide insightful analysis and reporting that improves decision making and identifies opportunities for incremental or transformational improvements in CX outcomes;
- Some of the long-term objectives of the stream include:
- You will be responsible for the in-depth client behavioural analysis – this involves in-depth and holistic understanding of client behaviour. Achieved by combining interaction data points collected from all channel touchpoints and overlaying this data with salient features of the client’s profile;
- You will be responsible for data governance – this involves processes and projects to improve data accuracy, usability, storage and documentation to support analytics and regulatory compliance;
- You will be required to develop predictive arm of the analytics capability – develop the ability to use historical data combined with other analytical tools such as statistical modelling to predict future outcomes and their probability;
- You will be required to increase efficiencies – deep understanding of the factors that drive inefficiencies in client interactions. Specific efforts to shift interactions to the correct channels to achieve scalability and find innovative methods to increase efficiencies where interactions cannot be self-serviced;
- You will be required to blend offline and online analytics – advance the efforts on developing online analytics to get the company to a position where offline and online client behaviour can be blended to provide richer data on client behaviour;
- You will be required to enable the business to be more self-sufficient with basic data analytics by providing tools and training;
- You will be required to perform the basics better – continuously learn, improve and enhance the BAU areas;
- You will be responsible for data gathering, cleaning and analysis;
- You will be responsible for using data to generate meaningful and relevant reports and insights;
- You will be responsible for fulfilling both BAU and ad-hoc data requests;
- You will be responsible for the creation and maintenance of various dashboards for operational and management decision making;
- You will be responsible for assisting with business case development, attribution analysis and change management for projects;
WHAT YOU CAN EXPECT TO GET OUT OF THIS ROLE
- Technical data analysis acumen:
- Working knowledge and understanding of data analysis tools like SQL, Power BI and Python;
- Ability to understand core AI concepts and effectively leverage AI tools to enhance productivity, decision-making and innovation;
- Application of statistical methods to data analysis;
- Exposure to machine learning techniques;
- Data visualisation and experience with business intelligence applications such as Power BI.
- Relationship management:
- Opportunity to build and cultivate a network of relationships across the business, particularly with IT and other key stakeholders interacting with retail client services and relating to the client experience;
- Opportunity to serve as primary point of contact for client interaction data;
- Business analysis and problem solving:
- Ability to perform detailed data analysis for projects related to the client experience;
- Requirements gathering for identified problems;
- Ability to accurately interpret data, clearly communicate insights and recommend solutions;
- Opportunity to share information regarding operational or strategic changes;
- Ability to identify and track business value;
- Problem and process documentation;
- Project management:
- Ability to develop and / or support project plans for ad-hoc projects;
- Engaging relevant stakeholders and achieving their buy-in and alignment;
- Opportunity to manage risks, review project impact and course correct as necessary.
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CORE COMPETENCIES REQUIRED, BUT NOT LIMITED TO:
- You have strong conceptual, numeric and analytical thinking skills;
- You have excellent communication (verbal and written) skills in English;
- You have strong facilitation and interpersonal skills;
- You are disciplined, have a keen eye for detail and have methodical approach to problem-solving
- You have the ability to get things done, be accountable and self-manage;
- You have planning, organizational and time management skills;
- You have the ability to work independently when required;
- You have the ability to work in a team and collaborate effectively across teams with a positive, friendly and respectful attitude;
- You have the ability to engage confidently with stakeholders at any level;
- You have the ability to easily research, collate and synthesise data in a meaningful manner.
CORE QUALIFICATIONS AND EXPERIENCE:
- You have a relevant qualification / degree in an analytical or quantitative field such as computer science, engineering, business science, statistics, data science, commerce, or similar;
- You have a minimum of 2 years current, relevant experience in a relevant field;
- You are highly competent in Microsoft Office, with a focus on Excel and Power BI;
- You have the ability to write, interpret, and optimise SQL code;
- You have the ability to understand core AI concepts and effectively leverage AI tools to enhance productivity, decision-making and innovation;
- You have Python for enhanced analytics and dashboarding skills – this would be a distinct advantage;
- You have prior experience with Snowflake as a data analytics platform – this would be a distinct advantage. You are a driven individual – self motivated and smart. You enjoy working hard and in a globally recognised business. Great prospects on performance.