Company: Standard Bank Group
Location: Nairobi
Job Type: Full Time
Apply Before: 2026-08-19
Job Description
Job Description
To lead the collection, integration, analysis, measurement, and reporting of client experience data across all customer touchpoints and channels, providing actionable insights that identify trends, service gaps, and improvement opportunities. The role supports both strategic decision-making and the effective execution of client experience initiatives aimed at enhancing customer satisfaction, loyalty, and business performance.
Qualifications
Type of Qualification:
First Degree
Field of Study:
Business Commerce, Mathematical Sciences, Analytics or related field
Experience Required
5-7 years
A 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 a range of 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 a high degree of confidentiality, professionalism, and integrity, while adhering to applicable policies and regulatory requirements.
Additional Information
Behavioural Competencies:
Developing Expertise
Directing People
Establishing Rapport
Making Decisions
Providing Insights
Team Working
Upholding Standards
Technical Competencies:
Advanced Analytics
Continuous Process Improvement
Customer Value and Insights Management
Data Analytics & Compliance
Data Quality & Governance
Product and Services Knowledge
Risk Awareness
How to Apply
Interested and qualified? Go to Standard Bank Group on jobs.smartrecruiters.com to apply
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Source: MyJobMag