CX Analyst - KFC

Key Responsibilities

• Conduct CX analysis (e.g., prioritization, impact estimations, Ops to CX correlations) to inform test selection, prioritization
• Collect data across different data systems
• Piece together data to build a clear picture of the customer, and communicate to the CX Factory via “Customer Fact Pack”
• Coach CX Factory members on data-driven insights to inform high-impact testing hypotheses
• Support test measurement to unlock pockets of learning and value, with a focus on sub-segmentation. Advanced Analytics supports the CX Factory members by executing any data queries from the CX Factory.
• Conduct descriptive and advanced statistical analyses to provide actionable insights, identify trends, and measure performance
• Share best practices with regard to analytics and measurement

Qualifications

• Tertiary degree/National Diploma in Technology, Commerce, Mathematics, Statistics or Information Management

Experience

• 3 to 5 years of experience in a data analytics role

Knowledge and Skills

• Strong understanding of analytics, statistics, and ability to communicate, share knowledge, and visualize data such that it is easily digestible
• Expertise working with large data sets, simulation/optimization, and distributed computing tools
• Propensity to drive 2nd and 3rd order insights from analytics and test results to support hindsight and drive further analysis
• Strong background in database development and model design
• Deep grounding in the customer and how to use analytics to drive high impact testing
• Ownership mindset; customer insights are the foundation of the CX Factory

Competencies

• Data-driven; pushes others to maintain an impact lens
• Effective collaboration to drive further analysis and insights
• Fail-fast mentality of testing, learning and iterating
• Confidence with data and ability to move other CX Factory members to action based on insights; unbiased approach