Customer Operations Analyst

Location: Dar es Salaam, Tanzania
Requisition ID: 284257
Date Posted: 08 June 2026

Role Purpose

The Customer Operations Analyst is responsible for collecting, analyzing, and interpreting data to identify opportunities for business improvement. The role involves conducting full lifecycle data analysis, translating stakeholder requirements into reporting solutions, ensuring data consistency across repositories, and collaborating with stakeholders across multiple functions and organizational levels.

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Key Responsibilities

Data Analysis and Insights

• Identify and interpret patterns and trends in data.
• Assess data quality and eliminate irrelevant or inaccurate information.
• Conduct research and collaborate with subject matter experts to gain deeper insights and identify potential solutions.
• Work with other data analysts when necessary to support complex analytical tasks.

Data Collection and Management

• Collect, organize, and manage data using various methods, including data mining and electronic documentation.
• Maintain and improve database information to support business operations.
• Ensure data repositories are consistent, reliable, and reusable.

Reporting and Business Support

• Translate stakeholder requirements into meaningful reporting deliverables.
• Communicate analytical findings through comprehensive reports and presentations to decision-makers and relevant stakeholders.
• Manage consolidated operational reporting for Customer Service departments and monitor section performance.
• Develop and maintain daily performance dashboards.

Process Improvement and Performance Management

• Track and manage operational initiatives and challenges across all sections.
• Identify and define opportunities for process improvements.
• Recommend effective methods for data collection, analysis, and management to enhance data quality and operational efficiency.
• Support continuous improvement initiatives through data-driven insights.

Customer Experience Analytics

• Contribute to the effective capture and analysis of customer feedback through:
  • NPS (Net Promoter Score)
  • tNPS (Transactional Net Promoter Score)
  • rNPS (Relationship Net Promoter Score)
  • jNPS (Journey Net Promoter Score)
• Generate quantitative and qualitative insights to improve products, services, and overall customer experience.

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Qualifications and Experience

Education

• Bachelor’s Degree in:
  • Computer Science
  • Information Systems
  • Or a related field

Experience

• Minimum of 3 years’ relevant experience in:
  • Customer Operations
  • Data Analytics

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Required Skills and Competencies

Technical Skills

• Proficiency in:
  • SQL
  • Python
  • Oracle
  • Advanced Microsoft Excel
• Strong skills in:
  • Data analysis and reporting
  • Performance optimization
  • Power BI dashboard development
  • Data visualization
• Experience working with large datasets and delivering actionable business insights.

Communication and Interpersonal Skills

• Excellent communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong interpersonal skills with attention to detail.
• Enthusiastic and proactive approach to work.

Customer Focus

• Demonstrates strong customer ownership and accountability.
• Incorporates customer experience considerations into decision-making.
• Takes responsibility for identifying and resolving service issues.

Problem-Solving and Innovation

• Seeks simple, efficient, and cost-effective solutions.
• Removes unnecessary complexity from processes.
• Brings innovative thinking to existing ways of working.
• Identifies opportunities for operational and process improvements.

Personal Attributes

• Self-motivated and capable of working independently.
• Able to manage diverse workloads effectively.
• Comfortable working in ambiguous and changing environments.
• Willing to share ideas, knowledge, and skills with colleagues.
• Strong accountability and results-oriented mindset.

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Summary

The Customer Operations Analyst plays a critical role in transforming operational and customer data into actionable insights that support decision-making, improve business performance, and enhance customer experience. The ideal candidate combines strong analytical and technical expertise with excellent communication skills, a customer-centric mindset, and a passion for continuous improvement.

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