Senior Data Analyst

Who we are

Moniepoint is a financial technology company digitising Africaâs real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.

We also make business decisions based on the large stream of data we receive daily, so we work daily with big data, perform data analytics and build models to make sense of the noise and give our customers the best experience.

If this excites you, it excites us too and we would love to have you.

Senior Data Analyst - Customer Success

Customer Success is one of the largest and fastest growing Departments in Moniepoint with over 700 FTE to support significant business growth. However there is a lack of data to understand why customers contact Moniepoint and how we can help improve the overall customer experience and drive self service. In addition we lack any forecast models for incoming demand, workforce management/ demand planning to optimise scheduling of resources across various channels, and adherence management. There is also only rudimental Customer Service Dashboards which are not used consistently across the Operation.

Responsibilities

As a Senior Data Analyst within our Customer Success Team, you would:

Analyse customer service data to identify trends, gaps and improvement opportunities Use data/ analysis to help develop understanding of failure demand, and develop with stakeholders options to help improve overall customer experience and promote customer self service. Create from scratch & then update Workforce Management/ Resource planning including demand forecast across all channels and optimal resource scheduling and adherence management Build, maintain and evolve dashboards and reports in collaboration with the relevant stakeholders suitable for an Executive audience as well as Operations teams. Liaise with a Data Engineer to define data warehouse structure/requirements

Requirements

Minimum:

At least 6 years of relevant experience as a Data Analyst/ Senior Data Analyst or similar roles, with a focus on customer success Experience in developing from scratch similar failure demand/ Workforce Management/ Resource planning/ Dashboards in another Customer Success organisation ideally Fintech/ Banking Advanced proficiency with SQL Proficiency with a spreadsheet tool (Microsoft Excel or Google Sheets, or any other alternative) Proficiency with a BI tool (PowerBI, Looker, Tableau, Superset, Redash, or any other alternative) Excellent problem solving skills

Relevant experience with the following would be an advantage:

Python or any other scripting language Git or any other version control tool Forensic audit / Zendesk

What to expect in the hiring process

A technical interview and bahavioural interview with the Hiring Manager A take-home test
A behavioural and technical interview with a member of the Executive team.