About Company
ZB Bank is a leading financial institution in Zimbabwe, committed to providing innovative banking solutions and exceptional customer service. With a rich history of serving individuals, businesses, and corporates across the nation, ZB Bank plays a pivotal role in the country’s economic development. We pride ourselves on our deep understanding of the local market, our dedication to fostering financial inclusion, and our continuous pursuit of excellence. Our team is driven by a passion for creating lasting value for our customers and communities. We believe that by investing in our people and leveraging cutting-edge technology, we can empower our clients to achieve their financial aspirations and contribute to a prosperous future for Zimbabwe.
Job Description
Are you a seasoned analytics professional with a passion for understanding customer behavior and driving strategic growth? ZB Bank is seeking an exceptional Senior Customer Insights Manager to join our dynamic team in Rusape, Manicaland Province. In this critical role, you will be instrumental in transforming raw data into actionable insights that inform our business strategy, enhance customer experience, and ultimately contribute to our market leadership. You will lead the charge in designing, executing, and interpreting comprehensive customer research initiatives, leveraging both quantitative and qualitative methodologies.
This position requires a strategic thinker with a strong analytical toolkit, capable of identifying key trends, segmenting customer bases effectively, and mapping customer journeys to pinpoint areas for improvement and innovation. You will collaborate closely with various departments, including Marketing, Product Development, and Sales, to ensure that customer-centricity is at the heart of every decision. Beyond analysis, you will be a compelling storyteller, translating complex data findings into clear, concise, and persuasive presentations for senior leadership. This is an unparalleled opportunity to shape the future of banking services in Zimbabwe, driving tangible impact through deep customer understanding. We are looking for someone who thrives in a fast-paced environment, embraces challenges, and is committed to fostering a culture of data-driven decision-making.
Key Responsibilities
- Lead the design and execution of comprehensive customer research projects, including surveys, focus groups, interviews, and ethnographic studies.
- Analyze large and complex datasets from various sources (CRM, transactional data, digital analytics) to identify key customer segments, behaviors, and pain points.
- Develop and maintain robust customer segmentation models to enable targeted marketing and product development strategies.
- Map end-to-end customer journeys to identify moments of truth, areas for improvement, and opportunities for innovation across all touchpoints.
- Translate complex analytical findings into clear, concise, and actionable recommendations for senior management and cross-functional teams.
- Collaborate closely with marketing, product, sales, and operations teams to embed customer insights into strategic planning and operational execution.
- Monitor market trends, competitor activities, and emerging technologies to anticipate shifts in customer expectations and market dynamics.
- Oversee the development and reporting of key customer performance indicators (KPIs) and dashboards.
- Mentor and guide junior analysts, fostering a culture of continuous learning and analytical excellence.
- Ensure all customer data collection and analysis adheres to data privacy regulations and ethical guidelines.
Required Skills
- Minimum of 5 years of experience in customer insights, market research, business intelligence, or a related analytical role.
- Proven expertise in quantitative and qualitative research methodologies.
- Advanced proficiency in data analysis tools (e.g., Excel, SQL, R, Python) and statistical software.
- Strong experience with data visualization tools (e.g., Tableau, Power BI, QlikView).
- Exceptional analytical, problem-solving, and critical thinking skills.
- Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
- Demonstrated ability to manage multiple projects simultaneously and deliver results in a deadline-driven environment.
- Deep understanding of customer lifecycle management and customer experience principles.
Preferred Qualifications
- Master’s degree in Business Analytics, Marketing, Statistics, Economics, or a related quantitative field.
- Experience within the financial services industry in Zimbabwe or a similar emerging market.
- Familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms.
- Certifications in data analytics, market research, or customer experience (e.g., CCXP).
Perks & Benefits
- Competitive salary package commensurate with experience and qualifications.
- Comprehensive medical aid benefits for you and your dependents.
- Robust pension scheme to secure your financial future.
- Opportunities for continuous professional development and training.
- Generous annual leave and sick leave provisions.
- Performance-based bonuses and incentives.
- A supportive and collaborative work environment focused on innovation.
- Employee wellness programs.
How to Apply
If you are a highly motivated and results-oriented professional ready to make a significant impact, we encourage you to apply! Please click on the application link below to submit your detailed Curriculum Vitae and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to hearing from you.