Job Opportunities at Credit Direct Limited

Job Summary

The ideal candidate will be responsible for identifying, assessing, and mitigating risks associated with our IT systems and processes. This role requires a deep understanding of IT infrastructure, security measures, and risk management frameworks.

RESPONSIBILITIES:

Risk Assessment and Analysis:

• Conduct comprehensive risk assessments of IT systems, applications, and processes.
• Identify potential vulnerabilities and threats to IT infrastructure.
• Evaluate the effectiveness of existing controls and recommend improvements.

Risk Mitigation:

• Develop and implement strategies to mitigate identified risks.
• Collaborate with IT and business units to ensure risk mitigation measures are integrated into daily operations.
• Monitor and report on the status of risk mitigation efforts.

Compliance and Regulatory Adherence:

• Ensure compliance with relevant regulatory requirements and industry standards (e.g., NIST, ISO 27001, COBIT).
• Conduct regular audits to ensure adherence to IT risk management policies and procedures.
• Stay updated on regulatory changes and emerging threats.

Incident Management:

• Respond to IT security incidents and breaches.
• Conduct root cause analysis and develop action plans to prevent recurrence.
• Coordinate with external agencies and stakeholders during major incidents.

Reporting and Documentation:

• Prepare detailed reports on risk assessments, audit findings, and incident responses.
• Maintain comprehensive documentation of risk management activities.
• Communicate findings and recommendations to senior management and stakeholders.

Training and Awareness:

• Develop and deliver training programs to enhance awareness of IT risk management practices.
• Promote a culture of risk awareness and proactive risk management within the organization.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field.
• Professional certifications such as CISSP, CISM, CRISC, ITIL, COBIT or equivalent.
• Minimum of 2-4 years of experience in IT risk management, IT audit, or cybersecurity.
• Prior experience working in the financial sector in Nigeria.
• Familiarity with Nigerian financial regulations and compliance requirements.

COMPETENCIES REQUIREMENTS:

Technical:

• Strong understanding of IT risk management frameworks and standards (e.g., NIST, ISO 27001, COBIT).
• Excellent analytical and problem-solving skills.
• Strong communication and report-writing skills.

Behavioural:

• Ability to work independently and as part of a team.
• High level of integrity and ethical standards.

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Job Summary

We are seeking a data-savvy, customer-focused Data Analyst to join our Customer Experience (CX) Unit. In this role, you will leverage data analytics and business intelligence to produce actionable insights, build predictive data models, and create impactful reports that enhance the customer journey. Your work will drive strategies to improve customer satisfaction, engagement, and retention while optimizing the effectiveness of our CX programs. Ideal candidates bring a solid understanding of Artificial Intelligence (AI) and a passion for using data to inform strategic CX decision-making and elevate operational efficiency.

RESPONSIBILITIES:

Risk Assessment and Analysis:

• Design and maintain data models and interactive dashboards using BI tools (e.g., Tableau, Power BI) for real-time insights into CX metrics such as NPS, CSAT, loyalty, resolution rates, customer segments, channel activities, feex engagements, contact centre CRM interactions and drop-offs.
• Conduct complex analyses on customer data (behavior, transactions, feedback) to identify trends, patterns, and root causes of key CX issues, providing actionable insights.
• Map and analyse customer journeys to identify high-impact touchpoints, friction points, and key behaviours across channels to enhance engagement, reduce churn, and personalize CX strategies.
• Develop predictive models to forecast customer needs, churn, and loyalty, enabling proactive interventions by anticipating potential CX issues.
• Collaborate with the tech team to train, optimize, and expand AI chatbot capabilities. Enhance customer experience by analysing failed bot responses, retraining for First Contact Resolution (FCR), reviewing customer drop-off points, and creating self-service flows that improve resolution.
• Analyze customer drop-off points or pain points on channels using various data sources. Partner with the tech team to implement AI-driven self-service solutions, automating responses and simplifying customer interactions.
• Evaluate the ROI of CX programs (e.g., loyalty programs, referrals, events, SMS blasts) by analysing costs, income, and net impact on engagement and retention to inform resource allocation.
• Track and analyze contact center metrics, including call volume, resolution rates, and response times, creating dashboards to monitor performance and project service volumes.
• Develop and implement a BI strategy aligned with CX objectives, collaborating with CX leads to identify analytical needs and deliver data solutions that drive CX improvements.
• Automate reporting for key KPIs such as customer referrals, loyalty, dormancy reactivations, and cross-selling income to enhance efficiency and data reliability.
• Analyze customer sentiment data from NPS, CSAT, surveys, and feedback channels, identifying trends and providing insights for CX improvements.
• Examine dormancy and churn patterns to identify risk factors and provide insights for effective reactivation campaigns, improving customer retention.
• Partner with Collections, Engagement, and Technology teams to monitor deduction patterns, refunds, and transaction data, providing CX-related insights for proactive issue resolution.

Requirements

• Bachelor’s degree in data science, Computer Science, Statistics, Business Analytics, or a related field.
• Professional certifications in Business Intelligence (e.g., Microsoft Power BI, Tableau), Data Analytics, or Machine Learning, SQL are a plus.
• >/=3years in data analytics, science, machine learning. 
• Experience in a similar role, preferably within a customer experience (CX) or data analytics function.
• Experience working with chatbots, digital products (web, mobile app, etc).

COMPETENCIES REQUIREMENTS:

Technical:

• Data Analysis & BI Tools: Proficiency in Tableau, Power BI, or similar tools for data visualization and dashboarding.
• Data Modeling: Skilled in designing and managing data models for reporting and advanced analytics.
• SQL: Advanced knowledge of SQL for querying and managing data in relational databases.
• Statistical & Predictive Analytics: Ability to apply statistical analysis and predictive modeling techniques for forecasting and customer behavior analysis.
• Programming Skills: Proficiency in Python or R for advanced data analysis and automation.
• Data Automation: Experience with ETL processes and automation to streamline reporting.
• AI Chat Bot: Beginner or advance knowledge of implementing AI driven customer support chat bots. 
• Customer Data Management: Familiarity with CRM systems, customer journey analytics, and CX metrics (e.g., NPS, CSAT).
• Data Quality & Governance: Strong understanding of data governance principles to maintain data accuracy, quality, and compliance.

Behavioural:

• Analytical Thinking: Strong problem-solving skills, with the ability to identify root causes and trends within complex data sets.
• Communication: Ability to translate complex data findings into actionable insights and communicate them effectively to non-technical stakeholders.
• Collaboration: Work well with cross-functional teams, particularly within CX, Technology, Digital Transformation and Engagement, to achieve shared objectives.
• Attention to Detail: High attention to data accuracy and quality in all reporting and analytical tasks.
• Proactivity: Ability to anticipate customer needs, CX team needs, provide timely insights, and recommend strategic improvements.
• Adaptability: Able to adjust to changing CX strategies and project needs, while continuously updating technical skills.

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Job Summary

Responsible for building and maintaining the data infrastructure necessary for the organization's data processing and analytics needs. This role involves developing data pipelines, ensuring data quality, and supporting data integration efforts.

RESPONSIBILITIES:

Data Pipeline Development:

• Design, develop, and maintain robust and scalable data pipelines.
• Implement ETL (Extract, Transform, Load) processes to integrate data from various sources.
• Ensure data pipelines are optimized for performance and reliability.
• Work closely with Machine Learning System analysts, and other stakeholders to understand data needs.
• Perform analyses on large sets of data to extract actionable insights that will drive decisions, with a particular focus on our marketing and sales strategy. Engineer novel data sets and features that shed new light on the dynamics of consumer choices.
• Provide technical support for data-related issues and challenges.
• Collaborate with the Lead, Data Engineer to implement data solutions and improvements.

Data Integration and Storage:

• Integrate data from different sources, including databases, APIs, and external data providers.
• Ensure data is clean, consistent, and available for analysis.
• Collaborate with other teams to understand data requirements and deliver integrated solutions.
• Manage and maintain data storage solutions, including databases, data lakes, and data warehouses.
• Ensure data storage systems are efficient, secure, and scalable.
• Implement best practices, data governance and security measures to protect sensitive information as well as data storage and management.

Data Quality Assurance:

• Implement processes to ensure data quality, accuracy, and consistency.
• Monitor data pipelines for errors and address issues promptly.
• Conduct regular data validation and verification.
• Optimize data workflows for performance, reliability, and scalability.
• Perform data profiling, cleansing, and transformation to ensure data quality and integrity.
• Optimize data processing and storage systems for efficiency and performance.
• Continuously evaluate and improve data engineering processes and tools.
• Stay updated with the latest trends and technologies in data engineering.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Data Science, or a related field.
• At least 3 - 5 years’ experience in data engineering, data architecture, or a related role.
• Experience with ETL processes, data integration, and data pipeline development.
• Experience in a financial institution or similar environment is preferred. 
• Strong programming skills in languages such as Python, Java, or Scala.
• Proficiency in SQL and database management.
• Experience with big data technologies (e.g., Hadoop, Spark) and cloud data platforms (e.g., AWS, Azure, GCP).
• Knowledge of data warehousing solutions (e.g., Redshift, BigQuery, Snowflake).
• Familiarity with data visualization tools (e.g., Tableau, Power BI) is an added advantage.

COMPETENCIES REQUIREMENTS:

Technical:

• Cloud Computing
• Cybersecurity Management 
• Data Analysis
• Database Management
• Digital Transformation
• Information Security Management​
• IT Application Support ​
• IT Governance and Compliance
• IT Infrastructure Management
• IT Service Management (ITSM)
• Mobile Device Management 
• Network Administration
• Programming and Scripting
• Project Management 
• Quality Assurance 
• Regulatory Compliance
• Software Development

Behavioural:

• Entrepreneurial Mindset
• Excellence
• Execution
• Energy
• Empathy
• Evolution
• Emotional Intelligence
• Business Acumen
• Decision-Making
• Result Oriented
• Communication written & verbal
• Stakeholder Management
• Analytical Thinking
• Managing Risk