Data Analyst CXT

Description

Investec is looking for an experienced Data Analyst to join our Group Channel Data & Insights (CDI) team. In this role, you will help Investec understand how clients experience our digital and assisted channels and turn behavioural data into insight that improves those experiences. You'll work across web, mobile, contact centre and conversational channels, analysing how shared experiences perform and where they can be optimised.

This is a hands on senior analytics role focused on measurement, behavioural insight, experimentation and decision support. You will partner closely with Business consumers, Experience Design, Product, Engineering and Platform teams to ensure experience decisions are grounded in evidence

Key Responsibilities

• Requirements, Analysis & Solutioning
You will be responsible for eliciting requirements, performing analysis, contributing to the solution design and implementation in order to deliver the Analytics outcomes with a Business-Systems-Data analyst mindset and approach.

• Channel Telemetry and Data Foundations
You will work with engineering, experience and consuming teams to ensure measurement is designed in, not retrofitted. This includes shaping telemetry standards, event models and validation approaches so that shared experiences are measurable by default.

• Governed data products and Platform analytics
You will analyse, design and maintain certified channel and servicing data products on the Group data platform, aligned to platform standards, governance and engineering practices.
On top of these products, you will deliver analytics spanning descriptive, diagnostic, predictive and prescriptive insights, ensuring that platform stakeholders can understand not just what is happening, but why and what to do next

• Shared Experience data analysis and Insights generation
You will perform descriptive, diagnostic, and exploratory data analysis across shared channel and service experiences to identify experience optimisation, behavioural patterns, friction points, drop offs, and adoption trends

• Analytical and Semantic data modelling
You will define, produce and maintain analytical and semantic models used to measure experience performance (metrics, KPIs, events, flows, intent) and ensure that experience measurement is consistent and comparable across channels and consumer groups.

• Cross Channel and Cross Consumer behavioural insight
You will analyse how clients move between digital and assisted channels, identifying where digital experiences perform sub-optimally and escalate into assisted demand

• Operational Insight & Risk
Working with Experience Operations and Service Management, you will translate operational signals (incidents, degradation, failures) into client and colleague experience impact.

• Insight storytelling and Decision enablement
You will turn complex analytics into clear, decision ready narratives for a wide range of audiences within the Group. These include but are not limited to Experience Platform teams, senior stakeholders, consuming business units and their affiliate data analytics teams. This includes producing standardised analytical dashboards, leveraging conversational analytical technologies to allow consumers to have on demand access to insights, producing insight packs and executive scorecards that link experience performance directly to platform health and value, not generic MI

Qualifications, Experience and Skills

• Bachelor's degree in information systems, Computer Science

• Min of 8 years' experience (business, systems and data)

• Strong exposure and working experience with AI technologies and toolsets

• Experience in digital and/or channel analytics across web, mobile and/or contact centre environments

• Experience working in or alongside platform or cross cutting teams, not only Business Unit centric analytics teams

• Hands on exposure to telemetry, experimentation and KPI frameworks

• Experience in financial services or complex regulated environments

• Strong data visualisation and insight storytelling capability

• Strong experience in business data analysis within digital, service, or experience platforms

• Proven ability to generate behavioural…