🚀 We’re Hiring: Customer Experience Analyst

📍 Location: Johannesburg
🏢 Business Unit: Merchant Operations Division
👤 Reports to: Executive Head: Customer Experience

⭐ Role Purpose

At Lesaka, we are building a data‑driven, insight‑led organisation that delivers exceptional and measurable customer experiences across the entire merchant lifecycle. Understanding, measuring, and continuously improving the merchant journey is central to sustainable growth and operational excellence.

The Customer Experience (CX) Analyst is responsible for defining, building, and leading Lesaka’s customer experience measurement capability. This role turns complex data into actionable insights that influence decision‑making, drive operational improvements, and enhance merchant experience outcomes at scale.

This role is ideal for a highly analytical, commercially aware individual who excels at translating insight into impact across cross‑functional teams.

🎯 Primary Focus

To design and lead a best‑in‑class customer experience measurement framework that integrates Voice of the Customer (VoC), Voice of the Process (VoP), and Voice of the Employee (VoE) — translating insights into prioritised actions that improve merchant experience, operational efficiency, and business performance.

🔍 Key Responsibility Areas & Associated Tasks

📊 1. CX Measurement Framework

• Define and implement a comprehensive CX measurement framework across merchant journeys
• Integrate VoC, VoP, and VoE into a unified analytical view
• Identify critical experience touchpoints across operations and channels
• Align measurement approach to fintech and digital‑first best practices

📈 2. CX Metrics & SSAT Framework

• Design and implement SSAT and related CX metrics
• Define benchmarks, targets, and performance thresholds across merchant segments
• Establish governance, cadence, and reporting standards
• Continuously refine measurement frameworks based on insights and performance

🧠 3. CX Insights & Reporting

• Analyse CX data across journeys, products, and channels
• Perform root‑cause analysis on experience gaps and pain points
• Develop dashboards and reports for senior and operational stakeholders
• Translate insights into clear, actionable recommendations

🔍 4. Journey & Process Diagnostics

• Analyse end‑to‑end merchant journeys to identify friction and inefficiencies
• Link CX metrics to operational and process performance
• Quantify the impact of service failures or process gaps
• Recommend targeted enhancements to improve experience outcomes

🚀 5. Actionable Insights & Recommendations

• Identify and prioritise CX improvement opportunities
• Support teams in interpreting, applying, and acting on insights
• Track impact of implemented improvements and initiatives
• Continuously refine recommendations based on measured outcomes

🤝 6. Stakeholder Advisory & Enablement

• Act as a CX analytics advisor across Product, Operations, Sales, and Support
• Enable stakeholders to use CX insights effectively
• Provide tools, playbooks, and guidance to embed insight‑led decisions
• Drive alignment on CX priorities and execution actions

💡 Key Competencies Required

• Strong analytical and structured problem‑solving capability
• Data‑driven decision‑making mindset
• Stakeholder engagement and influence across functions
• Clear communication and storytelling with data
• Commercial and operational awareness
• Strong results orientation and accountability

🎓 Experience & Qualifications

Minimum Experience

• 5+ years’ experience in CX, analytics, or insight‑led roles
• Proven experience designing CX measurement frameworks and delivering actionable insights

Preferred Experience

• Experience in fintech, payments, or merchant operations
• Experience working in cross‑functional advisory or consulting roles

Qualifications

• Degree in Business, Analytics, or a related field
• CX or analytics certifications advantageous (e.g. CCXP, CBAP, Payments / Compliance)

🌟 Our Values

At Lesaka Merchant, we are guided by four core values:
✔ Entrepreneurial Spirit – We innovate boldly and act with ownership
✔ Integrity – We operate with honesty, trust, and transparency
✔ Collective Wisdom – We collaborate and leverage shared expertise
✔ Bias to Action – We deliver with urgency, discipline, and focus

📌 Preference will be made to support EE / AA measures.

🔥 Ready to Turn Data into Customer Experience Impact?

If you’re driven by insight, analytics, and improving customer journeys, this role offers the opportunity to shape how Lesaka understands, measures, and enhances merchant experience at scale.

📩 Apply now — or share this opportunity with someone exceptional!

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