Customer Experience Data & Insight Manager (1 Position(s))<\/p>\n
Job Location :
\nJob Posting Service<\/p>\n
Head Office, Hq<\/p>\n
Job Purpose:
\nResponsible for leveraging data to understand and enhance customer experiences, focusing on analyzing customer data, identifying trends and insights, generating actionable insights from customer feedback, transactional data, and service channels to boost customer satisfaction and loyalty. This involves collaborating with various teams, managing data, and developing reports and dashboards to track Customer Experience (CX) key performance indicators.<\/p>\n
Main Responsibilities:<\/p>\n
Analyze customer data to identify trends and derive actionable insights across all touchpoints\u2014 including Branches, Wakala, ATMs, Contact Centre, NMB Mkononi, NMB Direct, social media platforms, and more.
\nTranslate analytical findings into strategies aimed at enhancing customer satisfaction, loyalty, and overall experience.
\nPromote the integration of data-driven decision-making across the organization to ensure that customer experience strategies are grounded in a deep understanding of customer needs and behaviors.
\nEstablish reporting and dashboards to ensure that the journey and CX teams have live access to tracking performance and monitor the impact of changes and improvements implemented
\nDevelop a customer-centric dashboards that inform leaders on areas of improvement, areas of success for driving the CX Culture.
\nUse data to effectively map and understand consumer experiences and journeys to support strategy development and improvement
\nGenerate key insights from a variety of data sources to identify opportunities to improve Customer Experience Performance
\nChampion the use of key CX metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) to drive continuous improvement.
\nIdentify cross-sell and up-sell opportunities based on customer usage patterns and behavioral analytics.
\nLead the development and execution of data-driven customer experience strategies by synthesizing insights from customer feedback, transactional data, and service channels.
\nIdentify customer trends, pain points and recommend targeted improvements based on behavioral trends and preferences.
\nLead the development and execution of insight-driven strategies that improve customer experience and operations at NMB
\nStay up to date on emerging research methods and providers to drive improvements in the insight generation process.
\nWork collaboratively with cross-functional teams -including Product development, Marketing, Business Intelligence, Strategy, Innovation, and Risk -to ensure accurate data interpretation and regulatory compliance.
\nCollaborate with other departments to design and implement solutions that address common customer challenges. Provide strategic insights that inform CX planning, customer loyalty initiatives, and retention programs.<\/p>\n
Knowledge and Skills:<\/p>\n
Proficient in data analysis tools and platforms such as Excel, SQL, Power BI, and Tableau.
\nStrong expertise in managing customer feedback systems and survey management platforms.
\nDemonstrated expertise in managing substantial customer datasets, with a strong focus on compliance within regulated environments.
\nStrong analytical acumen with the ability to lead teams in transforming complex data into clear, compelling narratives.
\nDeep knowledge of CX measurement methodologies (e.g., NPS, CES, CSAT) to guide organizational performance reviews, improvement plans, and benchmarking.
\nCross-Functional Leadership and Collaboration skills
\nExcellent report writing Skills.
\nStrong analytical and problem-solving abilities, with a keen eye for detail.
\nStrong customer-centric mindset, with a commitment to understanding and meeting customer needs.<\/p>\n
Qualifications and Experience:<\/p>\n
Bachelor\u2019s degree in Statistics, Data Science, Business Analytics, Economics, or related field.
\nMinimum of 4 years in Customer experience, insights, or analytics role, preferably within the banking or telecommunications sectors
\nExperience in managing customer feedback systems and survey management platforms.NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
\nFemale candidates and people living with disabilities are strongly encouraged to apply for this position.
\nFinancial software
\nNMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
\nOnly shortlisted candidates will be contacted.<\/p>\n
Job opening date :\u00a028-Oct-2025
\nJob closing date :\u00a011-Nov-2025<\/p>\n
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