Insights & Reporting Analyst

About the Company

Stanbic Bank Kenya is part of the Standard Bank Group, a leading financial services provider focused on Africa with a strong global presence. The group offers a variety of career opportunities working alongside industry experts, serving clients from individuals to multinational corporations. They strive to drive growth in Africa while delivering significant value to clients and communities.

Role Overview

This position is responsible for leading the collection, integration, and analysis of client experience data across all customer channels and touchpoints. The analyst provides valuable insights by identifying trends, gaps in service, and areas for enhancement, supporting strategic decision-making and facilitating initiatives to improve customer satisfaction, loyalty, and organizational performance.

Qualifications and Experience

• First Degree in Business Commerce, Mathematical Sciences, Analytics, or a related discipline.
• At least 5 years of relevant experience in data analysis, performance measurement, reporting, dashboard management, and business intelligence.
• Proven expertise in analyzing client experience, complaints, service delivery performance, and customer feedback data to detect trends and root causes, enabling actionable business improvements.
• Strong skills in data visualization, dashboard creation, use of reporting tools, and effective communication of insights to various stakeholders, including senior management.
• Good understanding of data governance principles, data quality standards, risk management, regulatory compliance, and internal control frameworks.
• Ability to manage sensitive customer and business information confidentially and professionally while ensuring compliance with policies and regulatory requirements.

Behavioural and Technical Competencies

• Behavioural: Developing expertise, directing teams, establishing rapport, sound decision-making, delivering insights, effective teamwork, upholding professional standards.
• Technical: Advanced analytics, continuous process improvement, customer value and insights management, data analytics and compliance, data quality and governance, product and service knowledge, risk awareness.