Customer Intelligence and Reporting Personnel Job at Paga Limited

Paga is a licensed financial services company and a leading payments company in Nigeria with a massive transformative purpose - to make it simple for one billion people to access and use money. It was founded on the simple belief that the ubiquity of mobile phones can be leveraged in building an ecosystem that enables people to digitally send and receive money and creating simple financial access for everyone.

We are recruiting to fill the position below:

Job Position: Customer Intelligence and Reporting Personnel
Job Location: Yaba, Lagos
Employment Type: Full-time

About the Role

• Responsible for gathering and analysis of customer behavioral data (reference & transactional) across key service touch points to improve and drive customer relationship management and the overall customer experience in accordance with Paga CX strategy.

Roles and Responsibilities

• Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources, and competition benchmarking
• Conduct research and customer satisfaction surveys to analyze and gather data on
• EMTS’s subscriber trends/behavior and share issues affecting customer satisfaction with the Manager, Customer Experience Management.
• Assists with tracking, analyzing, and reporting contact center and agent performance statistics.
• Works with line Manager and internal resources to ensure data is collected to support monitoring, trending, and root-cause analysis on key business objectives for activities related to production management, including
• Ensuring the data described above is in a useable format for various levels of management and is distributed in a timely manner.
• Ensuring data/report integrity by developing and performing quality assurance (QA) functions & logic into reports to ensure the accuracy of report data.
• Interacting with internal customers to clarify report requests and determine report specifications.
• Liaise with the consumer research team to provide the insight required to drive improvement in key CX metrics e.g. NPS, Customer loyalty, CSAT, etc.
• Collaborate with relevant stakeholders to integrate customer behavioral data into the overall Paga CX strategy
• Responsible for providing insight from customer transactional data mirroring both traditional and digital service touchpoints
• Assist in providing data/insight required for customer experience journey mapping and recovery planning.
• Document all information related to each report generated (code, process to run the report, exactly how the report is run, metric definitions, calculations, etc.).
• Prepare/compile agreed periodic activity and performance reports for the attention of the
• Manager, Service Operations.
• Performs other related duties as directed by Manager, Service Operations.

Education and Experience

• First Degree or its equivalent in a relevant discipline.
• Three (3) to five (5) years of relevant work experience.
• Proficiency in Ms Office - Visio, Excel, Word, and PowerPoint
• Maintain effective work relationships with all stakeholders and 3rd party partners
• Flexibility and adaptability to new instructions and/or dynamic organizational priorities
• Must be a team player and able to work collaboratively with and through others.
• Excellent business analysis skills including a wide range of techniques for data and analysis (including process modeling, process mapping, and business requirements specification)
• Communicates tactfully and effectively both verbally and in writing
• Advanced problem-solving and root-cause identification skills.
• Customer service background will be an added advantage.