Senior Customer Insights & Intelligence Analyst

Job Description

Senior Customer Insights & Intelligence Analyst

The Concept Group is recruiting to fill the position below:

Job Title: Senior Customer Insights & Intelligence Analyst
Location: Lagos
Employment Type: Full-time

Role Overview

Rosabon Financial Services is establishing a dedicated Customer Intelligence function to strengthen customer understanding across its products and segments. The successful candidate will help build systems that transform customer feedback, relationship manager insights, support interactions, and product data into actionable business intelligence.

This is an opportunity for an experienced analyst who can work independently, build systems from the ground up, and translate complex customer data into clear strategic recommendations for management.

Key Responsibilities

• Design and manage a Voice of Customer (VoC) programme across Account Officers, Relationship Managers, Client Support, Telesales, Wealth Management, and digital channels.
• Conduct qualitative customer research, including interviews, structured debriefs, and observational analysis.
• Analyse customer motivations, trust factors, financial behaviours, and decision-making patterns.
• Establish and maintain a centralized repository for customer research, competitive intelligence, and customer insights.
• Prepare monthly Customer Intelligence reports and strategic recommendations for management.
• Collaborate with Product, Sales, and Marketing teams to translate customer insights into product, sales, and marketing strategies.
• Track customer experience KPIs, including NPS, CSAT, and CES.
• Identify customer churn risks, cross-selling opportunities, and emerging customer segment needs.
• Contribute customer intelligence requirements to CRM and application development initiatives.

Requirements

• Bachelor's Degree in Business, Economics, Statistics, Computer Science, Mathematics, or another quantitative field.
• 4–6 years of experience in customer analytics, business intelligence, or a related field; experience in financial services or fintech is strongly preferred.
• Advanced proficiency in Excel/Google Sheets, including pivot tables, complex formulas, and data modelling.
• Proficiency in BI tools such as Power BI, Tableau, or Looker.
• Experience designing Voice of Customer programmes, conducting customer research, and synthesizing insights.
• Practical experience with qualitative research methods, including customer interviews and focus groups.
• Knowledge of statistical analysis, segmentation, cohort analysis, and trend identification.
• Excellent written communication skills with the ability to present complex findings to senior and executive audiences.

Preferred Qualifications

• SQL proficiency for data extraction and analysis.
• Experience with CRM platforms such as Salesforce, HubSpot, Zoho, Freshworks, or Microsoft Dynamics.
• Knowledge of Python or R for advanced statistical analysis and predictive modelling.
• Familiarity with behavioural or psychographic segmentation within financial services, consumer lending, or savings and investment products.
• Good understanding of the Nigerian financial services market and competitive landscape.
• Experience independently building analytics or customer intelligence systems within a growth-stage organisation.

Application Closing Date

2nd September, 2026