About the Role
Kimberly Ryan is recruiting on behalf of our client for a dynamic and analytical Voice of Customer (VoC) Analyst / Customer Experience Officer in Nigeria. In this role, you will be pivotal in capturing, analyzing, and interpreting customer feedback to drive meaningful improvements across our client's products, services, and operations, ultimately creating a distinct competitive advantage through superior human capital and customer-centric strategies.
Key Responsibilities- Collect and analyze customer feedback from surveys, reviews, support interactions, and social media channels.
- Develop and maintain Voice of Customer dashboards, reports, and compelling data visualizations.
- Identify customer pain points, emerging trends, and strategic opportunities for continuous service improvement.
- Collaborate cross-functionally with Product, Marketing, and Customer Service teams to champion customer-focused initiatives.
- Monitor and report on vital customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
- Support comprehensive Voice of Customer programs and facilitate the timely resolution of complex customer escalations.
- Present actionable customer insights and data-driven recommendations to key stakeholders to influence business decisions.
- Bachelor's Degree in Business Administration, Marketing, Data Analytics, Customer Experience, or a related discipline.
- 2 to 5 years of relevant professional experience in Voice of Customer analysis, customer insights, market research, or data analytics.
- Proven proficiency in VoC platforms such as SurveyMonkey and data visualization tools like Power BI, Tableau, or Google Data Studio.
- Demonstrated strength in customer sentiment analysis, trend identification, and data interpretation.
- Familiarity with customer journey mapping, experience design, and modern service improvement methodologies.
- Exceptional communication, problem-solving, and stakeholder management skills with keen attention to detail.
- Competitive salary package commensurate with industry standards and experience.
- Opportunities for professional growth and career advancement within a leading African HR solutions firm.
- Dynamic and collaborative work environment that values innovation and continuous improvement.