Customer Experience (CX) Data & Analytics Manager

Equity Bank is seeking a Customer Experience (CX) Data & Analytics Manager to design, monitor, and enhance customer experience strategies across the Bank. The role involves leveraging data-driven insights to support informed decision-making, drive customer satisfaction and loyalty, and improve operational efficiency.

Requirements

• Develop and execute a CX data strategy aligned to organizational objectives
• Ensure data integrity, accuracy, and consistency across all data sources
• Analyse VOC, NPS, CSAT, CES, and other CX metrics to identify trends and root causes
• Design and maintain CX dashboards for leadership and operational teams
• Manage CX analytics platforms, CRM systems, and BI tools
• Promote a culture of continuous improvement across delivery teams
• Partner with Product, Operations, Contact Centre, Digital, and IT teams

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance

Tagged as: Data Analysis, Data Visualization