Expired 1 year from now
Customer Insights Manager
full-time
| Advisor
Lagos
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Job Summary
This role utilizes advanced analytics and research techniques to analyze customer feedback to identify areas for improvement. They also monitor customer behavior and trends to inform product decisions and track changes in customer sentiment over time.
Job Details
- Collect customer feedback from various channels, including surveys, online reviews, and social media.
- Analyze customer data to identify trends, patterns, and areas for improvement.
- Translate raw data into actionable insights and make recommendations to enhance online customer facing channels.
- Collaborate with the product development team to improve website and app usability, navigation, and overall user experience.
- Monitor the impact of changes made in response to customer feedback and iterate as necessary.
- Stay updated on industry trends and emerging best practices.
- Participate in the design and implementation of customer surveys to gather relevant data.
- Maintain a customer-centric mindset, ensuring that all decisions are made with the customer in mind.
- Working closely with the Data Insights/ Digital team and the broader Customer Experience (CX) team to ensure that insights obtained from client experiences remain a priority for leaders and key stakeholders.
- Enhancing and maintaining visual representations of data to effectively track business metrics and draw attention to CX issues across different business units and segments.
- Supporting direct reports by offering guidance, resolving issues, and conducting ad-hoc analyses.
- Extracting valuable insights from collected data and, in collaboration with the Data Insights/ Digital team, developing a comprehensive narrative for each line of business. Also creating monthly dashboards and quarterly presentations for relevant stakeholders.
- Coordinating and partnering with others to design surveys and strategize on the collection and utilization of data.
Requirements
- Bachelor’s degree in Business, Engineering, Psychology, Economics, or a related quantitative field. A master's degree is a plus.
- Proven experience in a VOC or customer insights role, across B2B & B2C.
- Exceptional analytical skills with experience in analyzing customer feedback data and deriving actionable insights.
- Proficient in using VOC/ Insight tools and platforms, survey software, and data analytics tools.
- Demonstrated ability to collaborate effectively with cross-functional teams and influence stakeholders at various levels of the organization.
About Company
Meristem Securities Limited
<p>We are a capital market conglomerate, that provides a plethora of distinct financial services through a range of products in wealth management, stockbroking, financial advisory, trusteeship, registrars and probate management services. With these offerings we have continued to fulfill our promise of wealth creation, preservation and transfer for all clients.</p>