Data Analyst – Directory

Mukuru is on the lookout for a Data Analyst to bolster the Data & Analytics capability within the Group Marketing: Customer Experience Team. The role is open to applicants from Cape Town, with a possible hybrid working model.

Mukuru is a Fintech business offering the emerging consumer access to affordable and reliable financial services. Our foundation is built on international money transfers – helping customers to move money into, out of, and around Africa. From this base we've grown to provide a broad range of services to answer a greater array of financial needs of our customers. At Mukuru, the Customer Experience (CX) Team is dedicated to ensuring that customers have exceptional interactions with the company's services. The teams' key responsibilities include understanding customer needs; enhancing customer journeys; ensuring consistent brand experience; handling customer complaints; gathering and implementing customer feedback; creating a Customer-Centric culture; monitoring key metrics; implementing customer loyalty programmes; collaborating with other teams; training and development; and keeping up with industry trends. If being part of one of Africa's largest money transfer companies, enabling millions of people to remit vital support to their loved ones across the region appeals to you, then we want to hear from you

The data analyst role is embedded in the Group Marketing: Customer Experience Team and reports into the Customer Engagement Manager.

In this role, the data analyst will collaborate cross functionally to understand business problems and then build data driven solutions to solve them, having the opportunity to work across full spectrum of descriptive, diagnostic, predictive and prescriptive analytics. The role will be responsible for determining and effecting the most efficient competitive pricing strategies in aggregate across a suite of products and geographies, to gain market share and achieve business goals. The data analyst will work in close alignment with the Business Intelligence team, benefiting from their data architecture, tooling, and technical expertise.

Internal liaison takes place with all internal departments. External liaison takes place with third parties, as required.

Duties and Responsibilities (include but not limited to):

1. Work closely with stakeholders across all levels and business areas to elicit data & analysis requirements.
2. Translate requirements into reporting or data analysis specifications employing critical thinking to ensure alignment with the actual business need.
3. Be the translator between Business, Product, and the Data teams on data needs.
4. Interview subject matter experts and shadow workflows to build an understanding of our data collection and logging processes. In time, become an expert in our data.
5. Specify, gather, clean, combine and aggregate data from disparate sources for data analysis and reporting needs.
6. Profile and validate all data intended for use in reporting or analysis to ensure high data quality (accuracy, completeness, missing/invalid data correction, timeliness).
7. Perform data analysis to (not exhaustive):

- Extract key insights and observations to influence/support business decisions and actions.

8. Identify the core drivers/levers and segments that influence the movement of key metrics/KPIs.
9. Identify gaps in existing business processes and product offerings and formulate recommendations to improve them.
10. Measure the effectiveness of product launches and new business initiatives.
11. Design, build, and maintain reports to track and communicate KPIs and results from data analysis activities.
12. Build data visualizations to improve access and visibility into the content from all key reports and our data in general.
13. Share insights and analysis results in written form and in business presentations.
14. Train and support user community in the use of reports, BI tools, and the interpretation of analysis results.
15. Collect and apply feedback from business presentations, user training and peer review to continuously improve reporting and analysis solutions.
16. Proactively communicate the status (including blockers, risks, issues) and roadmap of the work assigned to you, with all affected stakeholders.
17. Cultivate relationships and collaborate cross-functionally to shape, support, and execute on business and product goals.
18. Help define and improve upon our analytics standards through participation within the community of practice, conducting peer reviews and contribution to internal documentation.
19. Identify data quality issues, their corresponding root cause and collaborate with business, product, and data teams to drive improvements in data hygiene.
20. Continuously upskill and stay abreast of new developments in Data Analysis & BI tools, methodologies, and applications.

Key Requirements:

1. Grade 12 or equivalent (Essential).
2. Tertiary qualification in a quantitative field (includes but not limited to – Mathematics, Statistics, Engineering, Computer Science, Actuarial Science, Economics, Finance, Business Analytics).
3. Strong verbal and written communication skills in English and understand how to share insights and analytical results to both technical and non-technical audiences.
4. Experience working with stakeholders to gather Data & Analysis requirements and communicate findings.
5. Experience developing reports/dashboards with modern BI tools (e.g., Power BI, Tableau, Qlik).
6. Experience cleaning, assimilating, manipulating, and aggregating large data sets using Excel Power Query, SQL, R, Python or similar tools.
7. Advanced Excel skills.
8. Knowledge of data analysis techniques, such as time series analysis, scenario analysis, clustering & segmentation, regression, decision trees, forecasting, and interpretation & creation of probability distributions (proficiency in a few of these will suffice).
9. Analytical and problem-solving skills.
10. Execution-oriented, and able to complete tasks independently.

Additional Skills:

1. Experience in Financial Services or Retail industry or high growth businesses.
2. Customer Experience & Journey Analytics.
3. Data-Driven Problem-Solving.
4. Business & Financial Acumen.
5. Communication & Storytelling with Data.
6. Technical & System Knowledge.
7. Compliance & Data Privacy Awareness.
8. Continuous Improvement & Innovation.
9. Teamworking and collaboration.
10. Excellent organisational skills with ability to juggle many tasks without losing sight of the highest priority items and able to stay focused under pressure.
11. Passionate about knowledge sharing.
12. Attention to detail.

We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited.

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS.

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