Kimberly Ryan - Our client is recruiting to fill the position below:
Job Title: Voice of Customer (VoC) Analyst / Customer Experience Officer
Location: Victoria Island, Lagos Employment Type: Full-time Department: Customer Experience Reports To: Head, Customer Experience
Job Summary
Our client is seeking a detail-oriented and analytical Voice of Customer (VoC) Analyst / Customer Experience Officer to capture, analyse, and interpret customer feedback to generate insights that enhance the overall customer experience.
The successful candidate will identify customer trends, pain points and service improvement opportunities, providing data-driven recommendations to improve products, services and processes.
Key Responsibilities
Collect and analyse customer feedback from surveys, reviews, support interactions and social media.
Develop and maintain Voice of Customer dashboards, reports and data visualisations.
Identify customer pain points, emerging trends and opportunities for improvement.
Collaborate with Product, Marketing and Customer Service teams to drive customer-focused improvements.
Monitor and report on customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
Support Voice of Customer programmes and the continuous monitoring of customer sentiment.
Support the follow-up and resolution of customer concerns.
Present customer insights and actionable recommendations to relevant stakeholders.
Requirements
Bachelor's Degree in Business Administration, Marketing, Data Analytics, Customer Experience or a related discipline.
2–5 years' relevant experience in Voice of Customer analysis, customer insights, customer experience, market research or data analytics.
Experience with customer feedback programmes, customer experience teams or market research is an advantage.
Proficiency in Voice of Customer platforms such as SurveyMonkey.
Experience with data visualisation tools such as Power BI, Tableau or Google Data Studio.
Strong analytical skills, including customer sentiment analysis, trend identification and data interpretation.
Understanding of customer journey mapping, experience design and service improvement.
Excellent communication, problem-solving and stakeholder management skills.
Strong attention to detail and a continuous improvement mindset.
Key Competencies:
Customer Insights
Data Analytics
Sentiment Analysis
Customer Experience Metrics
Data Visualisation
Customer Journey Mapping
Stakeholder Management
Continuous Improvement