Customer Experience Analyst

Job Title:

Customer Experience Analyst-1

Department:

Commercial & Operations Service-Customer Experience.

Reports To:

Head Customer Experience

Supervises:

3

Duty Station:

Kampala, Lugogo

Job Type:

Full-Time

JOB PURPOSE

To drive customer experience and business performance through advanced data analytics, transforming service and operational data into actionable insights that inform strategic decision-making. The role identifies performance gaps, monitors trends, and delivers high-impact, insight-led reporting and recommendations to improve efficiency, compliance, and customer satisfaction, while leveraging customer feedback and surveys to continuously enhance service delivery.

IMPACT:

Drives improved customer experience and operational performance by delivering timely, insight-led analysis that informs decision-making, identifies service gaps, and strengthens performance management. Enhances efficiency, regulatory compliance, and continuous improvement by embedding data-driven practices and ensuring the voice of the customer informs business actions

KEY RESPONSIBILITIES:

• Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps
• Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance
• Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making
• Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives
• Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions
• Ensure compliance with regulatory requirements and customer communication standards
• Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflows

Education

• Bachelor’s degree in business, statistics, data science, or a related field
• MBA is an added advantage.

EXPERIENCE, SKILLS & COMPETENCIES.

• Minimum of 5 years’ experience in customer experience analytics, business analysis, or performance management (experience in a utility or service environment is an added advantage)
• Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL
• Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations
• Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
• Experience in regulatory reporting and compliance is an added advantage
• Excellent analytical, problem-solving, and attention to detail skills
• Strong communication and stakeholder engagement skills, with the ability to present insights clearly
• Ability to collaborate across teams to drive process and service improvements
• Experience in customer feedback and survey analysis
• Proactive, results-driven, and highly accountable with a strong focus on continuous improvement