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Customer Experience and Data Analyst

PressOne Africa

PressOne Africa

IT, Customer Service, Data Science
Lekki, Nigeria
Posted on Monday, June 17, 2024

About the Company and Role

PressOne Africa is the simplest way for entrepreneurs to get a phone number for their business. We offer a phone system that helps businesses see all phone calls across their sales and support teams. Founded in 2021, we're a fast-growing startup based in Lagos, and a Techstars portfolio company.

In this dynamic role, you'll become a data detective, unlocking insights that drive exceptional customer experiences at PressOne Africa. We're looking for a curious and analytical problem-solver who thrives in a fast-paced startup environment. This position requires someone who loves diving into data and identifying the 'why' behind customer behaviour.

To Carry Out Your Role…

  • You'll dissect customer data on everything from purchase to engagement to churn, uncovering trends and painting a clear picture of the customer journey.
  • Become a customer journey cartographer, mapping out each touchpoint and identifying pain points or opportunities to delight customers.
  • Collaborate with teams across the company to design and implement solutions or experiments that make the PressOne Africa experience seamless.
  • Analyse the results of your experiments and present your findings in clear reports that drive action and improvement.

Your Key Responsibilities

  • Data Analysis and Reporting: Dive deep into PressOne Africa's customer data, identifying trends, bottlenecks, and areas for improvement across the journey. Build dashboards and reporting structures to track key metrics.
  • Customer Journey Mapping: Create visual representations of how customers interact with PressOne, highlighting where they excel and where they stumble.
  • Engagement Campaigns: Design and test engagement initiatives such as targeted campaigns, educational content, and incentives tailored to drive higher call volumes.
  • Collaboration & Experimentation: Work with teams to design tests and experiments to improve onboarding, drive engagement, and increase customer satisfaction. Analyse results and propose improvements.
  • Insights and Action: Translate complex data findings into clear recommendations. Work with the team to implement impactful changes to our customer experience.

Your Importance as a Customer Experience & Data Analyst

You're the key that unlocks the secrets of our customers! By analysing data and mapping the customer journey, you'll directly influence how we onboard, engage, and retain customers. Your insights will fuel the growth and success of PressOne Africa.

Challenges You Will Have to Surmount

  • Extracting meaningful insights from potentially messy or incomplete datasets typical of early-stage companies.
  • Balancing the need for deep analysis with the fast-paced nature of a startup.
  • Clearly communicating data findings and recommendations to non-technical audiences.


The Ideal Candidate

  • A data-driven investigator with a deep understanding of customer behaviour (a minimum of 2 years of experience in data analysis, or a similar role).
  • You're a natural problem-solver, able to identify patterns, connect the dots in the data, and come up with creative solutions.
  • Excellent communication skills – you can take complex data and turn it into actionable insights for teams across the company.
  • Familiarity with data analysis tools (Excel, SQL, Tableau, etc.) and an eagerness to learn new ones.
What You Should Have
  • Bachelor's degree in Data Science, Computer Science, Mathematics, or a related field.
  • 2+ years of experience working with data analysis tools (Excel, SQL, Python, Tableau, or similar).
  • Passion for understanding customer needs, behaviour and improving user experiences.
  • Excellent problem-solving and critical thinking skills.
  • Strong written and verbal communication.


Benefits in This Role

  • Play a vital role in shaping the customer experience at a rapidly growing company.
  • Work on challenging problems with real impact on PressOne Africa's success.
  • Develop your data analysis and problem-solving skills in a collaborative and fast-paced environment.
  • Competitive salary and benefits package.