Customer Experience Analyst Job Vacancy in Kadoma, Zimbabwe – Financial Services

Job Description

Position:Customer Experience Analyst

Company:Old Mutual Zimbabwe

Location:Kadoma, Zimbabwe

Experience:2-4 years in customer service or analytics

Education:Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type:Full-time

Industry:Financial Services

Department:Customer Experience

Salary:SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Old Mutual Zimbabwe is a leading provider of insurance, investment, and retirement solutions across the African continent. With a heritage spanning over a century, the company combines global expertise with deep local insight to deliver innovative financial products that protect families, empower businesses, and support community development. Operating from its headquarters in Harare and regional offices in key cities such as Kadoma, the firm is committed to fostering financial inclusion and building resilient economies. As part of its strategic growth plan, Old Mutual Zimbabwe continuously invests in digital transformation, customer centricity, and talent development, making it an attractive employer for professionals seeking a dynamic and purpose‑driven career. The organization’s strong brand reputation, robust corporate governance, and dedication to sustainability have earned it numerous accolades, positioning it as a top choice for ambitious individuals looking to make a meaningful impact in the financial services sector.

Job Overview

The Customer Experience Analyst will play a pivotal role in shaping how Old Mutual Zimbabwe engages with its clients across multiple channels. Reporting to the Head of Customer Experience, the analyst will gather, interpret, and act upon customer feedback, transaction data, and market trends to enhance service delivery and drive loyalty. This position offers a unique opportunity to work at the intersection of data analytics, customer service, and strategic planning, contributing directly to the company’s mission of delivering exceptional value to its members. The role involves close collaboration with cross‑functional teams, including Marketing, Product Development, and IT, ensuring that insights translate into actionable improvements. For more information about the company and its career opportunities, visit https://zimbabwejobsearch.com/. This vacancy is part of Old Mutual Zimbabwe’s broader effort to attract top talent for its expanding Customer Experience department, reinforcing its commitment to excellence in the Zimbabwe Jobs market.

Key Responsibilities

• Collect and analyze customer interaction data from call centers, digital platforms, and in‑person touchpoints.
• Develop and maintain dashboards that visualize key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution.
• Identify trends, pain points, and opportunities for service improvement, presenting findings to senior leadership.
• Collaborate with product managers to align service enhancements with new product launches.
• Design and execute customer surveys, focus groups, and usability tests to gather qualitative insights.
• Monitor competitor activities and industry best practices to keep Old Mutual Zimbabwe ahead in the market.
• Support the development of personalized communication strategies that increase engagement and retention.
• Assist in the creation of training materials for frontline staff based on analytical insights.

Required Skills

• Proficiency in data analysis tools such as Excel, Power BI, or Tableau.
• Strong analytical mindset with the ability to translate data into clear business recommendations.
• Excellent written and verbal communication skills, capable of presenting complex information to diverse audiences.
• Customer‑focused attitude with a passion for improving service quality.
• Ability to work collaboratively in cross‑functional teams and manage multiple projects simultaneously.
• Knowledge of financial services products and regulatory environment in Zimbabwe is an advantage.

Education

A bachelor’s degree in Business Administration, Marketing, Economics, Statistics, or a related discipline is required. Candidates with additional certifications in data analytics, customer experience management, or financial services are highly regarded.

Experience

Applicants should have 2‑4 years of relevant experience in customer service analytics, market research, or a similar role within the financial services industry. Experience with CRM systems such as Salesforce or Microsoft Dynamics is beneficial.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and a retirement savings plan.

Benefits

• Comprehensive medical and dental coverage.
• Retirement savings scheme with employer contributions.
• Annual performance bonus.
• Professional development allowance.
• Flexible working hours and remote work options.
• Employee assistance program.

Training

• On‑boarding program covering company culture, systems, and compliance.
• Advanced analytics workshops and certifications.
• Customer experience excellence training modules.
• Leadership development pathways for high‑potential staff.

Working Environment

Old Mutual Zimbabwe offers a modern, collaborative workspace in Kadoma equipped with state‑of‑the‑art technology and comfortable meeting areas. The company promotes a culture of inclusion, continuous learning, and work‑life balance, encouraging employees to bring their authentic selves to work. Regular team‑building activities, wellness initiatives, and community outreach programs foster a supportive environment where every employee can thrive.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their suitability for the role through the online portal on the Old Mutual Zimbabwe careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment. Please ensure all documents are in PDF format and clearly labeled with your name and the position title.

Equal Opportunity Statement

Old Mutual Zimbabwe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, disability, religion, or sexual orientation. All qualified applicants will receive consideration for employment without regard to any protected characteristic.