Voice of Customer (VoC) Analyst / Customer Experience Officer

Voice of Customer (VoC) Analyst / Customer Experience Officer

Job Position: Voice of Customer (VoC) Analyst / Customer Experience Officer

Job Location: Victoria Island, Lagos

Employment Type: Full-time

Department: Customer Experience

Reports To: Head, Customer Experience

Job Summary

• Our client is seeking a detail-oriented and analytical Voice of Customer (VoC) Analyst / Customer Experience Officer to capture, analyse, and interpret customer feedback to generate insights that enhance the overall customer experience.
• The successful candidate will identify customer trends, pain points and service improvement opportunities, providing data-driven recommendations to improve products, services and processes.

Key Responsibilities

• Collect and analyse customer feedback from surveys, reviews, support interactions and social media.
• Develop and maintain Voice of Customer dashboards, reports and data visualisations.
• Identify customer pain points, emerging trends and opportunities for improvement.
• Collaborate with Product, Marketing and Customer Service teams to drive customer-focused improvements.
• Monitor and report on customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
• Support Voice of Customer programmes and the continuous monitoring of customer sentiment.
• Support the follow-up and resolution of customer concerns.
• Present customer insights and actionable recommendations to relevant stakeholders.

Requirements

• Bachelor's Degree in Business Administration, Marketing, Data Analytics, Customer Experience or a related discipline.
• 2–5 years of relevant experience in Voice of Customer analysis, customer insights, customer experience, market research or data analytics.
• Experience with customer feedback programmes, customer experience teams or market research is an advantage.
• Proficiency in Voice of Customer platforms such as SurveyMonkey.
• Experience with data visualisation tools such as Power BI, Tableau or Google Data Studio.
• Strong analytical skills, including customer sentiment analysis, trend identification and data interpretation.
• Understanding of customer journey mapping, experience design and service improvement.
• Excellent communication, problem-solving and stakeholder management skills.
• Strong attention to detail and a continuous improvement mindset.

Key Competencies:

• Customer Insights
• Data Analytics
• Sentiment Analysis
• Customer Experience Metrics
• Data Visualisation
• Customer Journey Mapping
• Stakeholder Management
• Continuous Improvement