Customer Service Insights Analyst

Customer Service Insights Analyst

Reports to: Head: Commercial and Growth

Division: Enterprise Division — Commercial / Growth

Experience level: Mid-level

Employment type: Full-time

ROLE PURPOSE

The Customer Service Insights Analyst is responsible for the compilation, coordination, and presentation of structured Management Information Reports (MIR) for the Enterprise Division's top-tier clients. The role reports directly to the Head: Commercial and Growth and operates in close collaboration with the Growth Managers.

Client engagement within top-tier accounts is structured across two tiers of contact. The Head: Commercial and Growth and the Growth Managers own the Tier 1 commercial relationships — engaging with senior commercial, strategic, and decision-making contacts at the client. The Customer Service Insights Analyst owns the Tier 2 operational relationships, engaging directly with the client’s support and technology contacts to present operational and technical performance reporting, address data and system queries, and maintain a productive working relationship at the operational level.

The Customer Service Insights Analyst is responsible for the full MIR production cycle across all top-tier clients — coordinating data inputs from internal teams, assembling reports, preparing Client Growth Packs for use by Neil and the Growth Managers in their Tier 1 engagements, and independently conducting the Tier 2 client engagement. A critical secondary function is the structured capture and routing of client feedback — from both Tier 1 and Tier 2 contacts — back into the Commercial and Growth function for action and follow-through.

CLIENT ENGAGEMENT MODEL

The following table summarises the engagement structure for top-tier client accounts:

Tier 1 — Commercial contacts

Tier 2 — Support & technology contacts

Presented by

Head: Commercial and Growth + relevant Growth Manager

Client Success Support Consultant

Client contacts

Senior commercial, strategic, and decision-making contacts

Operational support, technical, and systems contacts

Focus

Commercial performance, growth strategy, expansion opportunities, and partnership development

Operational performance, transaction reporting, system and integration queries, and support escalations

Reporting pack

Client Growth Pack — prepared by Romano

Management Information Report (MIR) — prepared and presented by Romano

KEY RESPONSIBILITIES

• Management information and performance reporting
• Design, build, and maintain structured Management Information Report (MIR) packs for the division's top-tier clients, drawing on data from internal data warehouses, transactional systems, and commercial analytics platforms via the relevant internal teams.
• Coordinate data collection from across the business — including Technology, Finance, Operations, and the BI function — consolidating pre-analysed inputs into a single, accurate, client-ready performance report.
• Produce monthly client performance reports covering transaction volumes across bill payments, prepaid utility (PPU), airtime and data, and vouchers; margin quality analysis; total addressable market (TAM) capture; and client channel performance by product category.
• Ensure all reports are completed, reviewed, and ready for client engagement ahead of scheduled monthly meetings, with sufficient lead time for the Head: Commercial and Growth and Growth Managers to review the Client Growth Pack before their Tier 1 engagements.
• Maintain a standardised MIR template and format across all clients, with the ability to customise where specific client requirements or agreed KPI frameworks differ from the standard.
• Client growth pack preparation for Tier 1 engagements
• Compile a structured Client Growth Pack ahead of each monthly Tier 1 client engagement, integrating pre-analysed performance data, trend summaries, commercial insights, and prioritised expansion opportunities into a single presentation-ready document for use by the Head: Commercial and Growth and the relevant Growth Manager.
• Incorporate commercially relevant analysis received from the BI, Finance, or Commercial Intelligence functions, presenting that information in a format that is accessible and meaningful for a senior commercial audience.
• Include in the pack client channel performance patterns — by geographic cluster or transaction category — that highlight expansion opportunities or operational inefficiencies, based on data and analysis provided by internal teams.
• Ensure the Client Growth Pack is reviewed and signed off by the Head: Commercial and Growth prior to each Tier 1 client meeting.
• Tier 2 client engagement — operational and technical contacts
• Lead and conduct the monthly Tier 2 client engagement independently, presenting the Management Information Report directly to the client's operational support and technology contacts.
• Walk Tier 2 client contacts through transaction performance data, system and integration highlights, operational metrics, and any data or reporting queries relevant to their function.
• Serve as the primary point of contact for Tier 2 client contacts on matters relating to reporting, data queries, and operational performance between scheduled engagements.
• Identify and escalate any operational, technical, or integration issues raised by Tier 2 contacts to the relevant internal team — Technology, Operations, or BI — and track resolution through to completion.
• Maintain a productive and professional working relationship with Tier 2 contacts, ensuring they receive consistent, timely, and accurate reporting support.
• Client feedback capture and feedback loop management
• Capture all client feedback, operational constraints, data queries, and agreed action items arising from both Tier 1 and Tier 2 client engagements, producing a structured action register within 24 hours of each meeting.
• Route client feedback formally back into the Commercial and Growth function, ensuring that insights, constraints, and opportunities raised by clients at either tier are communicated to the Head: Commercial and Growth in a structured and timely manner.
• Maintain the action register for all active client engagements, tracking the resolution of each item and following up with internal teams and the client as required.
• Provide regular action register status updates to the Head: Commercial and Growth, flagging items that are overdue, blocked, or require escalation.
• Surface recurring client feedback themes to the Commercial and Growth leadership team so that systemic issues or product and operational opportunities can be addressed at a strategic level.
• Reporting administration and standards
• Maintain a master client reporting schedule, tracking MIR delivery timelines, Tier 1 and Tier 2 meeting dates, and action register status for all accounts within scope.
• Ensure consistent application of MIR and Client Growth Pack formatting, branding, and presentation standards across all client reporting outputs.
• Liaise with the BI Manager and relevant data teams to ensure data inputs are received on schedule and in the correct format for inclusion in client reports.
• Identify opportunities to improve the efficiency, accuracy, or presentation quality of the MIR process, proposing improvements to the Head: Commercial and Growth for consideration.

MINIMUM REQUIREMENTS

• 3 to 5 years' experience in a client reporting, management information, business support, or client engagement role, preferably within financial services, fintech, payments, or VAS.
• Demonstrated experience producing structured management information or performance reports for external client audiences.
• Demonstrated experience engaging directly with external client contacts in a presentation or operational review setting.
• Strong proficiency in Microsoft