Customer Insights Analyst

The Reporting to the Senior Manager, Customer Value Management, the Customer Insights Analyst will play a pivotal role in driving data-driven decisions and strategies across the bank’s digital products. This role involves generating insightful hypotheses, delivering actionable insights, and providing comprehensive analysis and guidance on customer behavior and product performance. The primary objective is to enable the business to acquire, develop, and retain customers more effectively and profitably.

The successful candidate will be an expert in data collection, analysis, and presentation, with a strong ability to transform data into strategic initiatives. They will also be responsible for developing and executing customer engagement strategies rooted in data-driven insights to enhance overall customer value.

Key Responsibilities; –

• Deliver real time insight into the market place and help focus our innovation and development process in the most relevant area.
• Work closely with research team to carry design and roll out researches to check customer and market insights to support business case developments, products design and user journey workings
• Participate in research design, analysis and the presentation of data to uncover unique actionable insights about behavior, technology & financial services
• Define insightful hypotheses and identify methods to leverage KCB’s large internal data sets to validate hypotheses and enhance 3rd party research work with proprietary data.
• Data mining for customer segmentation, customer value analytics and promotion results.
• Monitor customer usage patterns/metrics of each product/feature to advise opportunities for new products, services or opportunities for new revenue lines & user experiences.
• Provide the Sales force/DSRs with data for proper targeting and qualification, cross and up-sell targeting.
• Run Customer Value Management campaigns for Digital Products.
• Daily/weekly/ monthly tracking for merchants & agents to DSRs, per branch for remedial actions
• Customer churn reduction, customer loyalty identification
• Pricing and Tariffs for Digital Products
• Developing reports, presentations and marketing data to support the business
•  and reliable operation of software and systems for fulfilling business objectives and processes.

The Person

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business/Commerce, IT, Statistics, Data Analysis.
• Master’s degree is an added advantage.
• Professional qualification in Business Analysis, IMIS, CPA is added advantage.
• 3 years’ work experience, with at least:
• 3 years’ experience in Data Analysis.
• 3 years’ experience in Customer Segmentation and Insights.
• 3 years’ experience in Data Presentation is desired

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Friday,30^th August 2024.

Qualified candidates with a disability are encouraged to apply.

Only short-listed candidates will be contacted.

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