Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
ighly motivated and detail-oriented Research Analyst to support our Customer Experience Channel Management team. As a Research Analyst, you will play a crucial role in gathering and analyzing customer data, conducting market research, and providing actionable insights to optimize our customer experience channels. You will work closely with cross-functional teams to drive improvements and ensure a seamless and satisfying customer journey across various channels.
Job Description
Key Responsibilities:
1. Conduct comprehensive research and analysis on customer experience channels, including digital platforms, call centers, chatbots, social media, and other relevant touchpoints.
2. Gather and analyze customer data, such as feedback, surveys, and behavioral patterns, to identify trends, pain points, and areas for improvement.
3. Collaborate with stakeholders to define research objectives, develop research methodologies, and design surveys, interviews, and usability tests.
4. Collect and interpret customer feedback and insights through surveys, focus groups, and other research methods to inform decision-making and drive customer-centric improvements.
5. Stay up-to-date on industry trends, best practices, and emerging technologies in customer experience channel management to make recommendations for innovation and optimization.
6. Monitor and analyze competitor activities and customer experience benchmarks to identify opportunities for differentiation and improvement.
7. Develop and maintain dashboards, reports, and data visualizations to effectively communicate research findings and key performance indicators.
8. Collaborate with cross-functional teams, including product managers, marketing, and customer service, to implement customer experience enhancements and ensure alignment across channels.
9. Support the implementation and monitoring of customer experience metrics and performance indicators to track the effectiveness of channel management strategies.
10. Present research findings, insights, and recommendations to stakeholders, including senior management, with clear and concise written reports and presentations.
Qualifications and Skills:
1. Bachelor's degree in business, marketing, psychology, or a related field. A master's degree is a plus.
2. Proven experience as a Research Analyst or similar role, preferably in customer experience, market research, or related fields.
3. Strong understanding of customer experience principles, channel management, and customer journey mapping.
4. Proficient in gathering, analyzing, and interpreting quantitative and qualitative data using statistical analysis tools and research methodologies.
5. Excellent analytical skills, with the ability to extract actionable insights from complex datasets and translate them into practical recommendations.
6. Familiarity with customer experience measurement tools, survey design, and data visualization techniques.
7. Strong project management skills, with the ability to handle multiple projects simultaneously and meet deadlines.
8. Excellent communication skills, both written and verbal, with the ability to present complex information in a clear and compelling manner.
9. Proficiency in using data analysis tools and software such as Excel, SPSS, SAS, or similar programs.
10. Strong attention to detail and a commitment to delivering accurate and reliable research outputs
Education
Bachelor's Degree: Information Technology
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
What We Do
Absa Group Limited (Absa) has forged a new way of getting things done, driven by bravery and passion, with the readiness to realise growth on the African continent and beyond.
We’re a truly African brand, inspired by the people we serve in Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda, and Zambia. We also have representative offices in China, Namibia, Nigeria and the United States, as well as securities entities in the United Kingdom and the United States, along with technology support colleagues in the Czech Republic.
