Customer Experience and Data Analyst at eRecruiter Nigeria

Role Overview:

• The Customer Experience & Data Analyst will be responsible for dissecting the customer journey, identifying bottlenecks and opportunities, and turning data into actionable insights that enhance our overall experience.
• The Ideal candidate will collaborate with teams across marketing, product, and support to design experiments, track results, and improve how we onboard, engage, and retain our customers.

Key Responsibilities:

Customer Journey Mapping

• Map the end-to-end customer experience across all touchpoints—from acquisition to onboarding to retention. Identify points of friction and propose clear solutions.

Data Analysis & Reporting

• Dive into customer data to uncover trends and behaviours that affect engagement, retention, and churn. Build and maintain dashboards and reports that inform decisions across the company.

Campaign & Experiment Design

• Design experiments and engagement campaigns (educational content, incentives, onboarding flows) to test hypotheses about how we can improve customer experience. Collaborate with relevant teams to implement them.

Collaboration & Communication

• Work cross-functionally with Product, Marketing, and Customer Support to translate insights into improvements. Communicate findings in a clear, non-technical way to enable action.

Insight-Driven Improvements

• Translate raw data into clear insights that lead to product and process improvements. You will be the voice of the customer—backed by data.

Key Success Metrics:

Your performance will be measured by:

• Customer Engagement – Increase in product adoption metrics (e.g., call volume, repeat usage).
• Onboarding Efficiency – Decrease in time-to-value and drop-off rates.
• Retention Rate – Measurable improvement in customer retention and reduced churn.
• Experiment Success – Number of experiments run and positive impact from resulting changes.
• Insight-to-Action Ratio – Frequency and quality of insights leading to implemented improvements.

Requirements:

• 3+ years of experience in data analysis, business intelligence, or customer experience roles.
• Proficiency in data analysis tools (e.g., Excel, SQL, Python, or Tableau).
• Strong analytical and critical thinking skills—you connect the dots fast.
• Experience creating and presenting reports to cross-functional teams.
• Passion for improving customer experience and understanding customer psychology.
• Excellent communication skills—you can simplify complex data for any audience.