Customer Experience and Data Analyst at PressOne Africa

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.

You will collaborate with teams across marketing, product, and support to design experiments, track results, and improve how we onboard, engage, and retain our customers.

If you're someone who can turn numbers into narratives—and problems into possibilities—this role was made for you.

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 behaviors 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.

Qualifications & Experience

• 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.