Job Vacancies at Leadway Assurance Company

Job Purpose Statement

• The ideal candidate will play a critical role in understanding customer interactions, behaviors, and feedback through data analysis. Will collaborate with cross-functional teams to extract actionable insights, inform CX strategies, and drive improvements in customer satisfaction.
• The responsibilities include conducting full lifecycle analysis to include requirements, activities, and design; develop analytical and reporting capabilities, and monitor performance and quality control plans to identify improvements.
• The candidate is adept at using large data sets to find opportunities for product and process optimization, using models to test the effectiveness of different courses of action, required to have strong experience using a variety of data mining/data analysis methods, using a variety of data tools, building and implementing models, using/creating algorithms and creating/running simulations.
• These objectives will be achieved through the following: Develop customer profiles and personas to guide personalized CX strategies.
• Collect, clean, and preprocess data from various sources, including customer feedback, surveys, website interactions, and CRM systems.
• Generate and distribute accurate and timely management reports.
• Collaborate with IT and data engineering teams to ensure data accuracy, integrity, and availability for analysis.
• Perform data analysis for generating reports on periodic basis (Weekly, Monthly, and Quarterly)
• Perform exploratory and quantitative data analysis to identify trends, patterns, and anomalies related to customer interactions and experiences.
• Provide data and reports for the Customer Experience team.
• Segment customers based on various attributes, behaviors, and demographics to create a deeper understanding of different customer groups.
• Provide strong reporting and analytical information support to management team.
• Generate both periodic and ad hoc reports as needed
• Investigate customer’s pain points and issues by analyzing data to identify root causes and contributing factors
• Collaborate with relevant teams to propose and implement solutions to addressing identified issues
• Build and deploy predictive models to forecast customers’ behaviors, preferences and potential churn, and provide recommendations to proactive address customer needs and prevent churn.
• Deploy and maintain Key Performance Indicators (KPIs) and dashboards to track CX metrics and monitor the effectiveness of improvement initiatives.
• Partner with UX/UI designers, product managers, marketing and other departments to align data insights with CX strategies.
•  Recommend process improvements and data – driven strategies to enhance overall customer experience
•  Analyze business information to identify process improvements for increasing business efficiency and effectiveness.
•  Suggest process improvements for TAT efficiency
•  Training end-users on new reports and dashboards.
•  Providing technical expertise in data storage structures, data mining, and data cleansing.

Ideal Job Specifications

Academic:

• Bachelor’s Degree or equivalent in Data Science, Statistics, Mathematics,  Economics,  Computer  Science, Engineering, Information Management/Tech, Business Management from a recognized Institution.
• Relevant Certification in Data Analytics

Desired work experience:

•  2+ years of work experience in a Data Management, Data Analyst, or Business Intelligence role.

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Role Overview

• As a Full Stack Software Engineer, you will be responsible for designing, developing, and maintaining software applications that enhance the overall customer experience.
• You will work with a team of developers and collaborate with product managers to develop functional, user-friendly applications and tools that optimize customer interactions and satisfaction.

Primary Responsibilities

• Lead the design and development of software applications tailored to measure CX metrics, ensuring robustness, scalability, and usability.
• Implement data collection mechanisms to capture customer feedback through various channels, such as surveys, feedback forms, and interaction analytics.
• Develop algorithms and data processing pipelines to transform raw customer data into meaningful insights and metrics.
• Collaborate with data scientists and analysts to integrate advanced analytics techniques for deeper insights into customer behavior.
• Create intuitive and informative dashboards and visualizations to present CX metrics in a clear and actionable manner to stakeholders.
• Ensure the application provides real-time and historical views of CX metrics, enabling timely decision-making.
• Collaborate with internal teams to integrate the CX metrics application with existing CRM, analytics, and reporting systems.
• Work closely with UX/UI designers to ensure a user-friendly interface that enhances user experience.
• Work on both front-end and back-end development, ensuring the smooth functioning of customer-facing applications.
• Stay up-to-date with emerging technologies, trends, and best practices in software development and customer experience.
• Identify opportunities for process improvement and suggest enhancements to the application's functionality and user experience.
• Stakeholder Management: key stakeholders that the position holder will need to liaise/work withto be successful in this role.

Internal

• Business process owners (Life Insurance, General Insurance, Leadway Health, Leadway Asset Management, etc.).
• Product managers
• Quality Assurance engineers
• Other software developers
• DevOps Engineer
• IT Infrastructure & Operations team

External

• Partners i.e. insurance aggregators and intermediary IT teams
• External API providers i.e. Banks, government agencies, KYC/AML API providers, etc.
• Customers

Job Requirements

Education and training

• Bachelor's degree in Computer Science, Software Engineering, or a related field.

Work experience:

• [3+/5+/8+] years of experience years of experience as a Full Stack Software Engineer.
• Experience with front-end technologies such as HTML5, CSS3, JavaScript, and modern front-end frameworks such as React or Angular.
• Experience with back-end technologies such as Node.js, Express, and MongoDB or other similar databases.
• Knowledge of databases, SQL, and data modeling.
• Prior experience in the CX domain or working on customer-centric projects is advantageous.
• Experience with RESTful API development.
• Experience with object-oriented programming and design patterns.
• Experience with version control systems such as Git.

Knowledge & Skills

• Ability to write clean, efficient, and well-documented code.
• Excellent problem-solving and debugging skills.
• Strong communication and collaboration skills.
• Experience with serverless computing architectures.

Job Requirements

• Experience with containerization technologies such as Docker and Kubernetes
• Familiarity with Agile/Scrum development methodologies
• Personal Attributes
• Attention to detail; must be able to focus on the fine details while not losing sight of the big picture.
• Curiosity; always looking for better ways to solve problems
• Strong communication skills. Must be able to engage effectively with technical and non-technical stakeholders.
• Excellent analytical skills and the ability to understand business processes, analyze complex problems and develop effective solutions.
• Creativity; must be able to think creatively and develop innovative solutions to problems.
• Resilience; must be able to persevere through difficult problems and setbacks, staying focused on the end goal.
• Ability to work in diverse, cross-functional teams in a dynamic business environment.