Job Purpose:

Responsible 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.

Main Responsibilities:

• Analyze customer data to identify trends and derive actionable insights across all touchpoints— including Branches, Wakala, ATMs, Contact Centre, NMB Mkononi, NMB Direct, social media platforms, and more.
• Translate analytical findings into strategies aimed at enhancing customer satisfaction, loyalty, and overall experience.
• Promote 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.
• Establish 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
• Develop a customer-centric dashboards that inform leaders on areas of improvement, areas of success for driving the CX Culture.
• Use data to effectively map and understand consumer experiences and journeys to support strategy development and improvement
• Generate key insights from a variety of data sources to identify opportunities to improve Customer Experience Performance
• Champion 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.
• Identify cross-sell and up-sell opportunities based on customer usage patterns and behavioral analytics.
• Lead the development and execution of data-driven customer experience strategies by synthesizing insights from customer feedback, transactional data, and service channels.
• Identify customer trends, pain points and recommend targeted improvements based on behavioral trends and preferences.
• Lead the development and execution of insight-driven strategies that improve customer experience and operations at NMB
• Stay up to date on emerging research methods and providers to drive improvements in the insight generation process.
• Work collaboratively with cross-functional teams -including Product development, Marketing, Business Intelligence, Strategy, Innovation, and Risk -to ensure accurate data interpretation and regulatory compliance.
• Collaborate 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.

Knowledge and Skills:

• Proficient in data analysis tools and platforms such as Excel, SQL, Power BI, and Tableau.
• Strong expertise in managing customer feedback systems and survey management platforms.
• Demonstrated expertise in managing substantial customer datasets, with a strong focus on compliance within regulated environments.
• Strong analytical acumen with the ability to lead teams in transforming complex data into clear, compelling narratives.
• Deep knowledge of CX measurement methodologies (e.g., NPS, CES, CSAT) to guide organizational performance reviews, improvement plans, and benchmarking.
• Cross-Functional Leadership and Collaboration skills
• Excellent report writing Skills.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Strong customer-centric mindset, with a commitment to understanding and meeting customer needs.

Qualifications and Experience:

• Bachelor's degree in Statistics, Data Science, Business Analytics, Economics, or related field.
• Minimum of 4 years in Customer experience, insights, or analytics role, preferably within the banking or telecommunications sectors
• Experience in managing customer feedback systems and survey management platforms.

• Analyze customer data to identify trends and derive actionable insights across all touchpoints
• Translate analytical findings into strategies aimed at enhancing customer satisfaction, loyalty, and overall experience
• Promote the integration of data-driven decision-making across the organization
• Establish reporting and dashboards to ensure live access to tracking performance
• Develop customer-centric dashboards that inform leaders on areas of improvement
• Generate key insights from a variety of data sources
• Champion the use of key CX metrics
• Identify cross-sell and up-sell opportunities
• Lead the development and execution of data-driven customer experience strategies
• Identify customer trends, pain points and recommend targeted improvements
• Stay up to date on emerging research methods
• Work collaboratively with cross-functional teams
• Collaborate with other departments to design and implement solutions

• Proficient in data analysis tools and platforms
• Strong expertise in managing customer feedback systems
• Demonstrated expertise in managing substantial customer datasets
• Strong analytical acumen
• Deep knowledge of CX measurement methodologies
• Cross-Functional Leadership and Collaboration skills
• Excellent report writing Skills
• Strong analytical and problem-solving abilities
• Strong customer-centric mindset

• Bachelor’s degree in Statistics, Data Science, Business Analytics, Economics, or related field
• Minimum of 4 years in Customer experience, insights, or analytics role