Customer Intelligence Analyst Grad

Hi, I'm Zandile Vanqa, your Recruiter and guide to joining CSG. At CSG, you're more than your CV. We value your unique background and believe your perspective will help us elevate the work we do together. By channelling the power of all, we transform ordinary experiences into extraordinary ones- for both our customers and our employees. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do:

• You will report to the Manager: Customer Experience
• Responsible for analysing data to identify customer trends, pain points and experience related to CSG Forte products and services
• You will review collected data and provide recommendations to Sales (GTM), Product (R&D) and Payment Operations (Pymt Ops) teams related to changes or enhancements necessary to improve the overall customer experience
• You will interact with the CSG Forte customer base using a multi-pronged approach based on desired outcome
• You will work alongside members of the Customer Success team providing them critical data related to customer product usage, issue tracking and feedback that impacts customer success
• You will partner with cross-functional teams to coordinate and support the implementation of initiatives that improve the customer experience, while maintaining visibility of actions derived from Voice of Customer insights and tracking the progress of related initiatives through to completion.
• You will track relevant data and share it with support teams who are responsible for shaping solutions, designing, and re-engineering of critical processes. Executed correctly, this role enhances the overall user experience of the CSG Forte solution offering
• You will be in the Centurion office for at least 3 days a week
• You will work USA Central Time Zone Hours (06h00 – 15h00)  SAST (13h00- 22h00)

You should have

• A valid South African ID
• An up-to-date CV and cover letter
• A completed Bachelor’s degree in Data Analytics, Communications, Business Administration, Marketing, or a related field
• Professional proficiency in English
• Strong communication and interpersonal skills
• Previous customer support experience (advantageous)
• Advanced proficiency in Microsoft Excel or Power BI (including pivot tables, advanced modelling, and data visualisation) as well as PowerPoint (non-negotiable)
• A genuine interest in working with data, with the ability to analyse information and draw meaningful, first-level insights

Who will love this job:

• A trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer – you dream big and push the limits of what's possible to improve for yourself and others
• A leader – you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solution