Job Ad & Profile Description
Position : Business Strategy Analyst - CX
Fenix Zambia is seeking talented, motivated Business Strategy Analyst to join our rapidly growing team. This position is a key role within the Customer Experience Department in a fast-paced environment at the forefront of providing a world-class customer service experience in the sectors of renewable energy and mobile payment technology.
The successful candidate will work closely with one or more departmental heads / directors to identify bottlenecks to scale our business and areas for company improvement.
It requires an individual who will drive key strategic initiatives focused on improving efficiency and quality across multiple company verticals, with support from global teams.
Using data driven insights to make project recommendations to implement, as well as drive project rollout at scale.
Key Responsibilities :
Support the design, development, execution and evaluation of innovative strategies to improve overall business efficiency, function and quality
Build budgets and financial models, collaborating closely with the respective teams to facilitate this.
Conduct or supervise field and desk research on various topics, ranging from policy, marketing to value chain analysis in order to inform decision making
Summarize project insights in order to support CX leadership to make key strategic decisions. Communicate implications and suggest recommendations
Identify and communicate areas for continual improvement within CX
Recommend and initiate, execute and implement innovations or projects to make these improvements a reality
Identify cost reduction strategies, ensuring implementation won't be at the expense of other company goals, in particular customer experience
Suggest development of game-changing customer journey innovations, ultimately leading to significant cost savings, and improved customer education and experience
Work with Head of Customer Experience on special projects related to Customer Experience or across country level operations as required.
Support with overall department or country strategy and communication, both internal and external
Have an analytical mindset
Required profile for job ad : Business Strategy Analyst - CX
Required Skills and Experience / Qualifications :
2 years professional experience in finance, business strategy or related fields
Tertiary qualification : Degree in Business Administration, Economics, or relevant field.
Demonstrate passion for Fenix's mission, values and customers.
Excellent understanding of customer experience, accounting and finance concepts and tools.
Advanced skills with Excel, Word and Powerpoint
Organised and able to follow through and prioritize tasks
Strong critical and analytical thinking skills
Strong attention to detail
Ability to synthesize complex information from different sources and to distinguish important information from details
Strong ability to work with large amounts of data to develop strategies and make rigorous decisions
Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
Willingness to spend time in rural areas, getting to know the Fenix customer
Outstanding written and verbal communication skills (English).
Highly Desired Skills :
An MSc or MA in Business Administration, Management, Economics or any relevant field
Experience working in the field of renewable energy or financial services
Experience working with last mile customers
Experience with Tableau, SQL or other data analytics tools
Strong level of curiosity, proactive thinking and problem solving mindset
Proficiency in other languages highly desired. Languages of particular interest include French, Nyanja, Bemba, Tonga, Lozi, Kaonde.
Job criteria for job ad : Business Strategy Analyst - CX Job category : Marketing, communicationProduction, maintenance, qualitySecretarial work, assistantship Industries : Electricity, water, gas, nuclear, energyServices other Employment type : Permanent contract Region : Lusaka Experience level : 2 to 5 years Educational level : Bachelor Number of Position(s) : 5