Senior Customer Insights & Analytics Specialist at Yoco

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Insights, Analytics, CX Optimisation, Data Analysis, SQL, BI Tools, Data Storytelling, Voice of Customer, Dashboard Development, Cross-Functional Collaboration, Continuous Improvement, Feedback Loops, Problem-Solving, Data Interpretation, Merchant Experience, Customer Journey

Industry

Financial Services

Description

Who we are Yoco is one of Africa’s largest fintech companies, building an ecosystem of intuitive, dynamic payment and business tools. Our connected tools are easy to tailor to diverse business needs — helping small businesses thrive through simple, powerful technology. Since 2015, we’ve helped over 400,000 entrepreneurs process more than US$3 billion annually, empowering a new generation of small business owners to grow with confidence. We’re powered by a diverse team of 300+ Yoconauts across South Africa and Europe — thinkers, builders, challengers, and dreamers who believe in a world where everyone can pursue business and participate fully in the economy. Be Brave and Grow With Us. About the CX Enablement team Our CX Enablement team forms part of the Customer Operations Group responsible for merchant experience. The CX function consolidates customer feedback from support, surveys, and product usage to identify friction points and opportunities across the customer journey. They translate this intelligence into actionable insights and recommendations that drive operational and product improvements. About the role We’re looking for a Senior Customer Insights & Analytics Specialist to join our CX Enablement team. This role sits at the heart of Yoco’s mission to help entrepreneurs thrive by deeply understanding our merchants — their challenges, behaviours, and opportunities for growth. You’ll turn complex customer and service data into clear, actionable insights that drive decision-making across Customer Operations and beyond. By activating the voice of the customer and embedding data-informed thinking, you’ll help Yoco deliver smarter, faster, and more merchant-centric experiences. You’ll collaborate closely with Yoco’s Central Data team to ensure quality, consistency, and governance — while focusing on interpretation, storytelling, and business enablement. What you will be doing 1. Voice of Customer (VoC) Activation Consolidate merchant feedback from support, surveys, and product usage into actionable insights that shape product and operational decisions. Translate voice-of-customer data into clear recommendations that influence CX priorities and measurable outcomes (NPS, CSAT, CX Score, or retention). 2. CX Data Analysis & Reporting Build and maintain intuitive dashboards and reports using SQL and BI tools to uncover trends and friction points. Enable self-service analytics across Customer Operations to reduce decision latency and improve data accessibility. 3. Customer Journey Intelligence Monitor end-to-end merchant journeys, identifying drop-offs and opportunities for delight. Present journey insights to CX leadership and cross-functional teams, driving measurable experience improvements. 4. Cross-Functional Enablement Partner with Product, Revenue, and Operations to embed insights into decision-making and strategy. Develop frameworks, templates, and dashboards that make customer intelligence accessible to all teams. 5. Continuous Improvement & Feedback Loops Establish scalable systems to track, share, and refine insights — closing the loop between analysis and action. Monitor the business impact of implemented recommendations on key metrics like activation, retention, and cost-to-serve. About you You’re a curious problem-solver who finds stories in data and turns them into meaningful action. Bachelor’s degree in Data Science, Business Science, Economics, or similar You have 5+ years’ experience in customer insights, analytics, or CX optimisation. You bring strong analytical and storytelling skills, using data tools (like Looker, SQL, Tableau, Power BI, or similar) to simplify complexity (Experience designing/running Voice of Customer or NPS programs is beneficial). You’re comfortable working with large, complex data sets - but even more comfortable explaining insights clearly to non-technical stakeholders. You’re collaborative by nature - you enjoy working across teams to make customer understanding a shared superpower. The people we’re looking for We’re looking for people who want to grow and have a thirst for learning. And as Yoco grows, we hope they stay with us for the long-term. Building solutions for a more equal society is a daunting task - and it’s not for everyone. We never stop pushing, we break things to rebuild, and we challenge ourselves and our teammates. We start over, we constantly evolve - and we do it fast. We know that it’s just the right kind of meaningful madness for our kind of visionary human. So, who are you? You’re someone who resonates with our mission and our values, and you’re relentlessly effective in your execution. You’re a curious problem-solver with a passion for doing good. You’re bright, grounded, experimental and bold. You play open cards and get stuck in. You’re not afraid of change. You close the loop. At Yoco, we laugh, embrace each other’s quirks, and support one another’s growth, all while staying authentic. If this sounds like your kind of challenge, apply below and come grow with us. We encourage applicants from diverse backgrounds to apply and ask that you please send your application in English and help us reduce unconscious bias by leaving out your picture, age, address, and other unnecessary information in your CV.

Responsibilities

The Senior Customer Insights & Analytics Specialist will consolidate merchant feedback and translate it into actionable insights that influence product and operational decisions. This role involves building dashboards, monitoring customer journeys, and collaborating with various teams to enhance customer experience.