Full time Offered Salary :

Voice Of The Customer Officer at NCBA Group. Nairobi

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Job Description

Job Purpose Statement

  • The Voice of Customer Officer will be responsible for supporting the design and implementation of a holistic Voice-of-Customer (“VOC”) and Customer Insights Programme to embed a data-led, customer-centric culture.
  • This role will work cross-functionally to ensure that we are capturing the voice of customers across all interactions, understanding the pain points, and creating a closed feedback loop to drive a holistic and iterative improvement process.

Ideal Job Specifications

  • University degree Upper 2nd Class Honors or 3.0 GPA


  • Proficient in use of relevant MS Office applications and statistical packages.
  • Any research certification will be an added advantage
  • Prior experience in a similar role
  • Experience design certification will be an added advantage
  • Strong collaboration and agile mindset
  • Analytical Skills

Desired work experience:

  • At least 3 years working experience in a customer service environment and/or Voce of the customer analyst & analytics
  • Understand marketing enough to hold meaningful conversations with client’s marketing & business teams.
  • Knowledge of Quantitative research techniques and methodologies.
  • Hands-on experience in building data-driven models and dashboards
  • Strong customer service and interpersonal communication skills
  • Ability to analyze and interpret data in a challenging and insightful manner
  • Knowledge of data protection act 2019

Deadline: May 21, 2023

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