Customer Experience Analyst

Job Description

Customer Experience Analyst

Company: Venco
Location: Lagos
Employment Type: Full-time

The Opportunity

Venco is seeking a Customer Experience Analyst to support its customer experience function by analysing customer interactions, feedback, complaints, service performance, and customer behaviour to identify trends and opportunities for improvement.

The role is ideal for someone who enjoys working with customer data, identifying problems, and turning insights into practical improvements. Experience in PropTech, real estate management, SaaS, or related industries is an advantage.

Responsibilities

• Analyse customer feedback, complaints, interactions, and service data.
• Monitor CX metrics such as CSAT, NPS, response time, and resolution time.
• Identify friction points across customer journeys.
• Track recurring issues and recommend improvements.
• Build reports and dashboards to support decision-making.
• Work closely with Customer Experience, Operations, Product, Engineering, Finance, and other teams.
• Use AI and digital tools to improve research, analysis, reporting, and productivity.
• Maintain accurate customer experience data and provide actionable insights to improve service delivery and customer satisfaction.

Requirements

• 2–4 years’ experience in Customer Experience, Customer Success, Business/Data Analysis, Customer Support, Operations, or a related field.
• Strong analytical, problem-solving, reporting, and communication skills.
• Good knowledge of Excel or Google Sheets.
• Experience with CRM or customer support systems.
• Experience in SaaS, PropTech, FinTech, Real Estate, Utilities, or a related industry is an advantage.
• Ability to work effectively with data, customers, and cross-functional teams.

Salary

N350,000 – N450,000 monthly

Application Closing Date

30th September, 2026