Information TechnologyFull-TimeSenior-level(6+ yrs)
Job Description
Standard Bank Group is seeking an Insights & Reporting Analyst to lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels. The role provides actionable insights that identify trends, service gaps, and improvement opportunities to support both strategic decision-making and the execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.
Responsibilities
Lead the collection, integration, analysis, measurement, and reporting of client experience data across customer touchpoints.
Provide actionable insights identifying trends, service gaps, and improvement opportunities.
Support strategic decision-making and execution of client experience initiatives.
Analyze client experience, complaints, service performance, and customer feedback data to uncover root causes.
Develop and manage dashboards, visualization tools, and BI reporting for key stakeholders and senior management.
Adhere to data governance principles, quality standards, risk management, and regulatory compliance frameworks.
Qualifications & Requirements
Education: First Degree in Business Commerce, Mathematical Sciences, Analytics, or a related field.
Experience: 5–7 years of overall experience, with a minimum of 5 years of relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
Proven experience analyzing client experience, complaints, service performance, and customer feedback data.
Strong proficiency in data visualization, dashboard development, reporting tools, and presenting insights to senior management.
Sound understanding of data governance principles, data quality standards, risk management, and regulatory compliance.
Demonstrated ability to handle sensitive customer and business information with high confidentiality and integrity.
Competencies
Technical: Advanced Analytics, Continuous Process Improvement, Customer Value & Insights Management, Data Analytics & Compliance, Data Quality & Governance, Product & Services Knowledge, Risk Awareness.
Behavioral: Developing Expertise, Directing People, Establishing Rapport, Making Decisions, Providing Insights, Team Working, Upholding Standards.
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