CUSTOMER EXPERIENCE DATA ANALYST – Pepper Advantage Hub

Job Description & Skills/Qualifications Required

The Role 

Pepper Advantage Hub (Fiji) is seeking for Customer Experience Data Analyst who will be responsible for analysing and interpreting data related to customer experience. This role involves centralising data, building dashboards, generating insights, interpreting results from surveys and focus groups, preparing management information (MI) packs for committees, performing quality assurance (QA), and conducting root cause analysis (RCA). The analyst will work closely with various departments to ensure data-driven decision-making and continuous improvement in customer satisfaction

Key Responsibilities

• Data Centralisation
  • Collect and consolidate data from various sources to create a centralised data repository.
  • Ensure data accuracy, consistency and integrity
  • Build Key Perfomance Indicators and Key Performance Metics.
• Dashboard Building 
  • Design and develop interactive dashboards to visualise key metrics and trends.
  • Use tools like Tableau, Power BI, or similar to create user-friendly dashboards.
• Data Insights
  • Analyse data to identify patterns, trends, and insights related to customer experience.
  • Provide actionable recommendations based on data analysis.
• Surveys and Focus Groups
  • Design and conduct customer surveys to gather feedback on products and services.
  • Organise and interpret data from focus groups to gain deeper insights into customer experiences.
• MI Packs for Committee
  • Prepare comprehensive MI packs for committee meetings, including key metrics, trends, and insights
  • Present findings and recommendations to Head of Customer Voice.
• Quality Assurance (QA)
  • Perform QA on data and reports to ensure accuracy and reliability.
  • Implement processes to maintain high data quality standards.
• Root Cause Analysis (RCA)
  • Conduct RCA to identify underlying causes of customer issues and dissatisfaction.
  • Develop and implement corrective actions to address root causes.
• Customer Experience Metrics
  • Track and report on key customer experience metrics such as NPS, CSAT, CES, and others.
  • Monitor trends and provide insights to improve customer satisfaction.
• Collaboration and Communication
  • Work closely with cross-functional teams to understand data needs and provide support.
  • Communicate findings and insights effectively to various stakeholders.
• Continuous Improvement
  • Stay updated with industry trends and best practices in data analytics and customer experience
  • Continuously seek opportunities to improve data processes and customer experience initiatives
• Ad Hoc Analysis
  • Perform ad hoc data analysis and reporting as required by the business.
  • Support special projects and initiatives with data-driven insights.

Skills and experience required:

• Candidate needs to be flexible in terms of working hours (Ideally from 8 pm to 4.30 am FJT).
• Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Experience with survey design and focus group facilitation.
• Knowledge of customer experience metrics and methodologies.
• Attention to detail and commitment to data accuracy.

Remuneration & Benefits

• Competitive salary package
• Medical benefits
• 24/7 transportation
• Ongoing career development and training
• A secure career with a fast-growing company
• Inclusive workplace culture
• International travel