Certainly! Here’s a detailed job description for the Neftaly Job Title: Data Analytics and Customer Experience Analyst:

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Neftaly Job Title: Data Analytics and Customer Experience Analyst

Department: Strategy & Innovation
Reports To: Head of Data Strategy / Customer Experience Manager
Location: Hybrid (On-site & Remote)
Employment Type: Full-time / Permanent
Salary: Competitive and commensurate with experience

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Position Overview:

Neftaly is seeking a detail-oriented, analytical, and customer-focused professional to join our team as a Data Analytics and Customer Experience Analyst. This role is central to supporting Neftaly’s mission of delivering innovative and efficient tourism and travel services by leveraging data insights to improve customer satisfaction, personalize experiences, and optimize operations.

The successful candidate will use data to tell compelling stories, uncover trends, and propose actionable strategies to enhance customer engagement and business performance. They will work closely with cross-functional teams including marketing, operations, IT, and customer service.

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Key Responsibilities:

Data Analytics & Insight Generation

• Collect, clean, and analyze large datasets from internal systems (CRM, booking platforms, surveys) and external sources (market research, social media, etc.).
• Design dashboards and reports using tools such as Power BI, Tableau, Excel, or Python to visualize key performance indicators (KPIs) and customer trends.
• Use statistical methods and machine learning techniques to forecast demand, customer lifetime value (CLV), churn risk, and behavior patterns.
• Track and analyze the effectiveness of marketing campaigns and customer engagement initiatives.

Customer Experience Strategy

• Map and analyze customer journeys across various channels to identify friction points and opportunities for improvement.
• Conduct customer satisfaction and net promoter score (NPS) analysis to inform service enhancements.
• Collaborate with the customer service team to analyze feedback, complaints, and support queries for root causes and trends.
• Identify high-impact interventions to improve the overall customer experience and increase retention.

Personalization & Segmentation

• Segment customer base using demographic, behavioral, and transactional data to support targeted outreach and service customization.
• Support the development of dynamic, data-driven customer profiles for use in tailored travel recommendations and loyalty programs.
• Work with digital marketing and IT to implement personalization features on Neftaly’s website and apps.

Cost Optimization Support

• Analyze operational data to identify inefficiencies, resource misallocations, or cost-saving opportunities in the customer service and travel operations pipeline.
• Contribute to forecasting and budgeting processes by providing data-backed insights on customer trends and business performance.

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Qualifications & Skills:

Education & Experience

• Bachelor’s degree in Data Science, Statistics, Business Analytics, Tourism Management, or a related field. Master’s degree preferred.
• Minimum of 2–4 years of experience in a data analytics or customer insights role, ideally within the tourism, hospitality, or service industry.
• Proven experience with data analytics tools and platforms (e.g., Power BI, Tableau, SQL, Python, R).
• Familiarity with CRM systems, customer feedback tools, and travel booking platforms is an advantage.

Technical & Analytical Skills

• Strong analytical and quantitative skills with a keen attention to detail.
• Ability to turn data into strategic insights and actionable recommendations.
• Proficiency in statistical modeling, A/B testing, and predictive analytics.

Communication & Collaboration

• Excellent communication and presentation skills, with the ability to translate complex data into clear business language.
• Strong interpersonal skills and the ability to work effectively in a collaborative, cross-functional environment.
• Customer-first mindset with a passion for improving user experiences.

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Why Join Neftaly?

• Be part of a mission-driven organization that’s transforming tourism and travel services through innovation and skills development.
• Work in a dynamic, forward-thinking team environment where data drives decisions.
• Access continuous learning, professional development, and career growth opportunities.

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Application Deadline: [Insert Deadline]
How to Apply: Submit your CV, cover letter, and a sample data dashboard or analysis project (if available) to [Insert Email or Application Portal].

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