Service Experience Analyst

About the role

The Service Experience Analyst is responsible for end‑to‑end handling of customer complaints and issues across multiple channels. You will ensure every complaint is logged, investigated promptly, and resolved fairly while keeping customers informed throughout the process.

Key responsibilities

• Receive and investigate customer complaints from walk‑ins, contact centre, social media, email, website and other digital channels.
• Log all complaints in the centralized complaints management system.
• Communicate respectfully and empathetically with complainants, providing regular updates on resolution progress.
• Identify recurring or thematic issues, conduct root‑cause analysis and recommend process improvements.
• Prepare reports, monitor service‑desk issues and ensure compliance with complaints management policies.
• Train frontline and support teams on complaints procedures and conduct Voice of the Customer surveys.

Required profile

• University degree from a recognized institution.
• Minimum 2 years of experience managing customer complaints in the financial services industry.
• Excellent written and verbal communication skills.
• Strong interpersonal, negotiation and stakeholder‑engagement abilities.
• Proven ability to multitask, prioritize high volumes of work and maintain attention to detail.
• Commitment to quality and understanding of how efficient processes drive excellent customer service.

Required skills