Customer Analyst at Jumo.World

About The Job

Job Summary

• As Customer Analyst you will be accountable for developing actionable customer insights, by identifying and quantifying the opportunities to improve value for our customers, business, and partner digital ecosystems. 
• You are naturally curious and energized by a deep understanding of what customers care about, what their motivations are, what drives their behaviour, and how these fundamental needs translate to compelling product experiences that customers love and advocate. 
• You will report to the CI Team Lead.

You will:

• Design and develop both qualitative and quantitative (mixed method) research studies to develop a deep understanding of JUMO’s customers, market needs, business drivers, and emerging opportunities.
• Synthesize primary research insights with secondary and behavioral data for richer customer intelligence, insights, and recommendations for experience improvements and product refinement in line with market needs.
• Identify appropriate tools and new methodologies to improve the effectiveness and efficiency of customer insight development.
• Work cross-functionally to optimise research design, as well as disseminating findings across business units, including Marketing, Data & Prediction, Strategic Partnerships, Product, Customer Experience, and ESG.
• Use your storytelling, data visualisation, and communication skills to bring the voice of the customer to life across the organization and ensure that the insights enable decision-making for the design and delivery of compelling customer value propositions.
• Structure and manage infrastructure for ongoing collection and management of qualitative customer data.

You will need:

• Graduate degree in commerce, economics, statistics, business science, development studies, or similar, with a postgraduate degree advantageous
• 3+ years in relevant analyst roles which include significant mixed methods market research/consumer insights experience
• Experience working in technology or financial services businesses
• Experience in emerging markets
• Able to design and conduct primary research (interviews, surveys, questionnaires, focus groups, field visits, etc.)
• Solid knowledge of both quantitative and qualitative research methodologies
• Excellent project management and organisational skills
• High level of emotional intelligence and social awareness
• Able to design and conduct primary research (interviews, surveys, questionnaires, focus groups, field visits, etc.)
• Ability to cross-check data integrity after an initial validation exercise.
• Excellent communication skills including report writing, and presentation both verbally and visually (including data visualization)
• Advanced proficiency in MS Office tools
• High SQL proficiency is a must
• Ability to travel

Capabilities:

• Strong communication, influencing, and presentation skills
• High level of emotional intelligence and social awareness
• Flexible and able to move easily between data gathering, analytics and commercial realms.
• Effective customer interviewing practices
• Good commercial acumen
• Excellent project management and organisational skills
• Strong independent, results-oriented focus in a fast-paced, changing environment
• Critical thinker, with excellent problem-solving skills
• Team player and collaborator
• Passion for customer centricity

Bonus if you have:

• Applied behavioural economics or consumer psychology expertise would be an added advantage
• Prior experience in management consulting and conducting market research in African markets
• Knowledge of visualization tools, e.g., SuperSet, Tableau etc. and statistical tools e.g., SPSS, Q etc. is advantageous
• We ask a lot of each other at JUMO, but we give a lot too.

You will love:

• Collaborating with smart, engaging people in an inspiring work environment
• Working as one team towards our goal of financial inclusion
• Growing and learning continuously, with loads of encouragement and support
• Boldly taking risks as we navigate new challenges
• Flexible work practices enabling your best delivery
• Being autonomous and empowered to lead