Recent Job Vacancies at Innovectives LLC

Innovectives LLC is Africa’s leading financial technology companies with presence in 19 African countries. We envision a future where the transfer of ‘value’ is simple, convenient, instant, secure and global, irrespective of boundaries, channels or status by providing user-friendly and affordable payment solutions. We are recruiting to fill the position below:       Job Title: Customer Intelligence Analyst Location: Lagos Job Description

• Analyze large amounts of information to discover trends and patterns
• Define Data Governance Standards within the Organization
• Aid in the realignment of all Data goals within the Organization
• Drive improved data quality for effective analytics and decision making
• Develop Data Models for the Organization
• Evaluate Data Models and Physical Databases for variances and discrepancies
• Build Predictive models and Machine learning algorithms
• Ensure Quality Data for regulatory purposes
• Drive Customer Feedback Management within the Organization
• Preparation of Reports and presentation of information using data Visualization techniques
• Analyze Customer Performance and Provide insights
• Evaluate and analyze user experience processes and provide guidance on improvement across various touch points
• Drives discussion of key metrics with interpretation, hypothesis and proposes action

• Candidate should have 3 years cognate experience working in a similar role.
• Must have strong knowledge of data analysis, data management and business intelligence reporting using excel
• You must be skilled at analysing customer feedback metrics and handling displeased customers.

• Root Cause analysis on Complaints
• Champion all voice of customer efforts including surveys and uniting a company-wide approach, and optimizing for “listening” pipe opportunities via web, social medial, field, etc.
• Providing daily, weekly and monthly reports on all Customer Feedback
• Developing, implementing and enforcing strategic policies that ensure quality service delivery and excellent customer experience
• Analysis of customer data with the aim of formulating customer-oriented policies.
• Recommend potential products or services to management by collecting customer information and analysing customer needs
• Telesales marketing resulting in conversion of new prospects, Cross selling and Upselling
• Customer follow up and relationship management
• Handling Customer Feedback Management within the Organization
• Efficient Capturing of Customer Feedback Ensuring adherence to the Case Resolution Process by Respective teams and staff handling Customer Feedback.
• Monitoring and Managing Response and resolution times for Customer Feedback.
• Reviewing, analysing and managing organization’s case resolution processes periodically
• Drive Rapid Response and Service Recovery On customer complaints and of Dissatisfied Customers
• Receipt, and accurate escalation of complex Customer Complaints.

• Graduate Degree
• Candidate should have 1 years cognate experience working in a similar role.
• Must have strong knowledge of customer experience management.