Job Description

• This role is individually accountable for collecting, cleaning, analyzing and reporting data to support business decisions and improve service delivery. The incumbent demonstrates strong analytical thinking, builds dashboards and reports, and translates data into meaningful insights. They support the broader team with actionable, data-informed recommendations and continuous improvement opportunities.

Data Collection & Preparation

• Source, clean, and organize structured and unstructured data from multiple internal and external sources.
• Collaborate with teams to streamline and standardize data collection and reporting processes.

Analysis & Insight Generation

• Conduct descriptive and diagnostic data analysis to identify trends, service gaps, and performance improvement opportunities.
• Present findings in a meaningful, visual, and actionable format for stakeholders.

Reporting & Dashboards

• Build and maintain recurring reports and dashboards using tools like Power BI, Tableau and Excel to track key performance indicators.
• Support root cause analysis for service issues using data-driven evidence.

Collaboration

• Engage with journey owners, product owners, and operational teams to understand their data needs and co-create fit-for-purpose outputs.
• Support implementation of data-informed decisions across the customer and adviser servicing value chain.

Continuous Improvement & Learning

• Contribute to the automation of reporting and data workflows to improve efficiency.
• Stay abreast of developments in data analytics and apply learnings to improve current practices.

Customer-Centric Focus

• Apply data to understand customer and adviser servicing journeys and pain points.
• Contribute to improving service quality and turnaround times through data insights.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• Bachelor’s degree in data science, statistics, computer science, or a related field
• 2–4 years of experience in data analytics, preferably in a financial services or operational environment
• Solid understanding of service metrics, customer journeys, and contact centre reporting
• Strong technical skills in data analytics tools and programming languages such as SQL, Python, R, Tableau, Alteryx, Power BI, and Excel
• Strong attention to detail and a proactive, problem-solving mindset
• Ability to communicate clearly with both technical and non-technical stakeholders
• Ability to work independently while contributing to team goals in a fast-paced environment

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT

• Experience in analysing service-related KPIs (e.g. turnaround time, case volumes, query types, backlog trends)
• Experience in customer or adviser servicing analytics within a regulated environment
• Familiarity with agile delivery environments and working in cross-functional teams

Skills

• Action Planning, Application Development, Business Requirements Analysis, Computer Literacy, Data Compilation, Data Controls, Data Management, Data Modeling, Executing Plans, Gaps Analysis, IT Network Security, Management Reporting, Market Analysis, Policies & Procedures, User Requirements Documentation

Competencies

• Action Oriented
• Collaborates
• Cultivates Innovation
• Customer Focus
• Drives Engagement
• Drives Results
• Manages Ambiguity
• Manages Complexity

Education

• NQF Level 7 – Degree, Advance Diploma or Postgraduate Certificate or equivalent