Savannah Informatics Limited (Savannah), is a clinician-led health informatics company delivering innovative and interoperable healthcare solutions to improve access to affordable quality healthcare. Savannah is privately owned and has an established footprint and operating base in Kenya with over 140 employees, majority of whom are informatics professionals.

Summary

• We are seeking a passionate and detail-oriented Customer Experience Analyst to join our team. If you are enthusiastic about providing exceptional customer service and possess basic technical knowledge of systems, we want to hear from you!
• The ideal candidate will play a pivotal role in enhancing our customer interactions and ensuring seamless experiences. You will work closely with our technical teams to analyze customer data and system performance to identify areas for improvement. Your insights will be instrumental in shaping our customer-centric strategies and driving innovation.​

Responsibilities 

Customer Support:

• Provide technical support to customers by troubleshooting system-related issues.
• Ensure prompt and effective resolution of customer inquiries and concerns.

Reporting and Documentation:

• Prepare reports and documentation on customer feedback and system performance.
• Maintain detailed records of customer interactions and solutions provided.

Customer Data Analysis:

• Collect and analyze customer data to identify trends, preferences, and pain points.
• Use data-driven insights to recommend improvements to enhance the overall customer experience.

Feedback Management:

• Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
• Escalate technical issues to the appropriate teams for resolution.

Process Improvement:

• Collaborate with cross-functional teams to streamline processes and enhance system functionality.
• Identify opportunities for automation and efficiency improvements.

System Knowledge:

• Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
• Collaborate with the technical team to stay updated on system enhancements and updates.

Cross-functional collaboration:

• Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved.
• Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.

Requirements

Knowledge

• Bachelor’s degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
• Basic technical knowledge of systems, including systems in the Healthcare industry would be an added bonus.

Experience

• Communication Skills: Effective written and verbal communication skills for conveying insights and recommendations to both technical and non-technical stakeholders.​
• Customer Focus: A customer-centric mindset with an understanding of customer behaviour and the ability to identify trends and patterns.
• Attention to Detail: High attention to detail to ensure accuracy in data analysis and reporting.
• Teamwork: The ability to collaborate effectively with cross-functional teams and contribute to group projects.
• Problem-Solving Abilities: Experience in identifying issues or challenges and proposing data-driven solutions.

Skills​

The ideal candidate for this position should have the following: 

• Excellent communication and interpersonal skills.
• Customer-focused mindset with an understanding of customer behaviour and the ability to identify trends and patterns to deliver exceptional service.
• Detail-oriented and organized with the ability to manage multiple tasks simultaneously.
• Problem-solving skills and the ability to think creatively, identifying issues or challenges and proposing data-driven solutions to improve customer experiences.
• Proficiency in data analysis tools and Microsoft Office Suite.
• The ability to collaborate effectively with cross-functional teams and contribute to group projects.