Customer Experience (CX) Data & Analytics Manager — Equity Bank Kenya (Nairobi)

Customer Experience (CX) Data & Analytics Manager

Overview

This role serves as the analytical engine of the Customer Experience department. As the CX Data & Analytics Manager, you will integrate data from multiple touchpoints to uncover trends, measure performance against standards, and identify opportunities for operational improvement. By translating complex datasets into actionable narratives, you will support executive decision-making and drive proactive service monitoring and high-impact governance.

Responsibilities

• Execute a CX data strategy that ensures data integrity and consistency across all sources.
• Analyze VOC, NPS, and CSAT metrics to identify root causes of customer dissatisfaction.
• Develop predictive models to forecast customer behavior and track Return on Experience (ROX).
• Design and maintain interactive dashboards (Power BI/Tableau) for leadership and operational teams.
• Leverage AI, text analytics, and sentiment analysis to deepen customer insights.
• Partner with Digital and IT teams to automate VOC data collection and reporting.
• Embed CX data insights into business decision-making to optimize customer journeys.
• Lead and mentor a high-performance analytics team focused on continuous learning.

Qualifications & Experience

• 5+ years of progressive experience in data analytics, preferably within CX functions.
• Strong technical proficiency in SQL, Python/R, and BI tools like Power BI or Tableau.
• Expert capability in data modeling, statistical analysis, and master data management.
• Proven track record of designing data-driven dashboards that drive service improvements.
• Solid understanding of Lean Six Sigma principles and CX frameworks.

Method of Application

Apply via: Equity Bank Kenya on equitybank.taleo.net