CX Research Analyst

4 days ago

Cape Town, Western Cape, South Africa Sanlam Full time

Who are we?

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment; we believe in learning fast, learning cheap, and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide a compelling career and development proposition that will enable them to realise their dreams.

Position Overview

Sanlam is seeking a CX Research Analyst to lead the design, execution, and analysis of client experience (CX) research initiatives, delivering actionable insights that drive strategic business outcomes. This role is pivotal in utilising advanced research methodologies, analytics tools, and customer feedback data to uncover opportunities for improving customer experiences across the organisation.

As a key contributor, the CX Research Analyst will support in developing and managing CX measurement frameworks—including surveys, customer journey analytics, and behavioural insights—ensuring alignment with Sanlam's strategic objectives. The ideal candidate is a skilled professional with expertise in both qualitative and quantitative research, advanced data visualisation, and customer analytics. Their ability to synthesise complex data into meaningful insights will directly inform decision-making and enable the continuous enhancement of customer experiences across Sanlam's business landscape.

What will you do?Research Design & Execution:
  • Develop and execute research end-to-end process including research briefings, plans, design, data collection, analysis, and insights delivery.
  • Synthesise and analyse various existing data and research to provide consolidated insights that provide direction to the CX design, product, channel, operational teams.
  • Leverage advanced research methodologies (e.g., segmentation, conjoint analysis, and behavioural modelling) to deliver actionable insights.
Client Experience Measurement:
  • Design, implement, analyse and continuously improve CX measurement frameworks covering CX metrics such as NPS, CSAT, CES, and customer lifetime value (CLV) and journey analytics.
  • Benchmark CX metrics against industry standards to identify gaps and recommend improvements.
Data Analysis & Visualisation:
  • Develop automated reporting systems and dashboards using data visualisation tools (Power BI, Excel, Tableau) and data processing tools (Cloudera, SAP Hana) to consolidate CX measurement and research insights that support continuous improvement initiatives at multiple business levels.
  • Perform deep-dive analytics and advanced statistical techniques to uncover trends, identify opportunities to enhance customer experience and recommend actionable solutions.
Strategic Insights & Storytelling:
  • Translate complex data into impactful visualizations and narratives that drive customer-first strategies.
  • Assess the business impact of CX initiatives by linking insights to operational KPIs, OKRs and ROI metrics.
Continuous Improvement:
  • Continuously innovate and enhance CX measurement models by integrating advanced analytics, such as journey analytics, machine learning, and real-time feedback mechanisms.
  • Identify opportunities to streamline data governance processes and ensure compliance with financial services industry standards.
Qualification and Experience
  • A Bachelor's degree in Market Research, Data Analytics, Statistics, Computer Science, or a related field with proficient analytical skills.
  • 3–5 years of experience in data analytics and market research, with solid qualitative and quantitative methodologies expertise.
  • Proven track record of designing and managing surveys and research studies.
  • Experience with data visualisation and reporting tools (e.g. Power BI, Tableau), data processing systems (e.g. Cloudera, SAP Hana) and SQL querying.
  • Experience with Python for data analysis, statistical modelling and automation.
  • Experience integrating and analysing multiple data sources to generate actionable insights.
  • Financial services industry experience is advantageous but not required.
  • Sanlam Group experience is advantageous but not required.
What will make you successful in this role?
  • Proficient in CX metrics (NPS, CSAT, CES, CLV) and customer analytics frameworks.
  • Skilled in survey design and administration using tools like Snap and SurveyMonkey.
  • Knowledge of market research methodologies, including segmentation and benchmarking.
  • Knowledge of data analysis, statistical methods and data visualisation best practices.
  • Knowledge of transforming business requirements into analytics and insights deliverables that address the business needs.
  • Knowledge of insurance industry processes and products will be an advantage.
Knowledge and Skills
  • Customer relationship management strategy
  • Service Level Agreements
  • Project Management Tools
  • Reporting and Administration
  • Quality, compliance and accreditation
Personal Attributes
  • Balances stakeholders - Contributing through others
  • Persuades - Contributing through others
  • Plans and aligns - Contributing through others
  • Business insight - Contributing through others
Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies
  • Cultivates innovation - Contributing through others
  • Customer focus - Contributing through others
  • Drives results - Contributing through others
  • Collaborates - Contributing through others
  • Being resilient - Contributing through others
Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

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