CHUKWUEMEKA OYEMEZIE
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CX Insight & Continuous Improvement Analyst @ Capita | Data Analytics, Customer Experience
Leeds, United Kingdom
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CX Insight & Continuous Improvement AnalystCapitaJul 2024 - Current (2 years 4 months)Waterplus Ltd • Lead the analysis of customer feedback and data to identify key trends and areas for improvement. • Collaborate with cross-functional teams to develop and implement strategies to enhance customer experience. • Utilize data analytics tools (e.g., Excel, Python, Power BI) to generate reports and insights. • Present findings and recommendations to senior management and stakeholders. • Monitor the impact of implemented strategies and make adjustments as necessary. • Conducted surveys and focus groups to gather customer feedback and insights. • Analysed customer data to identify pain points and opportunities for improvement. • Developed and implemented customer experience improvement initiatives. • Collaborated with product an- Insights AnalystCapitaSep 2023 - Jul 2024 (11 months)BT/EE • Analyze large performance, sales, and customer survey datasets to Identify trends and patterns that helps in understanding customer behavior and preferences, market dynamics, and operational performance. Insights and feedback are provided to operation team managers, sales and digital teams and executives. • Create weekly, monthly, and quarterly business review reports and dashboards to communicate key findings and insights to stakeholders, such as marketing teams, product managers, or executives. • Generate insights into customer behavior, needs, and preferences to support the development of staff training, targeted marketing campaigns, product enhancements, and customer retention strategies. • Monitor KPIs and analyze performance a
- Customer Advisor - BankingCapitaNov 2022 - Sep 2023 (11 months)• Provide exceptional customer service to clients by handling inquiries, complaints, and requests in a timely and professional manner. • Used my extensive knowledge of banking products to provide tailored explanations, and solutions to customers. I also educated customers on product offering and identified opportunities to cross-sell or upsell products and services based on customers’ profile. • Offered personalized financial advice and guidance to customers based on their individual financial goals, needs, and circumstances. This included recommending appropriate banking products, investment strategies, or debt management solutions. • Worked collaboratively with other departments to resolve complex customer issues and escalations. • Ensure
- Virtual InternPwCSep 2022Power BI in Data Analytics Virtual Case Experience. completed practical task modules in: Introduction Call Centre Trends Customer Retention Diversity & Inclusion
- Freelance Digital Marketing SpecialistfreelanceApr 2021 - Sep 2023 (2 years 6 months)• Advise clients on digital marketing strategies tailored to their business objectives and target audience. • Conducted training sessions and workshops on digital marketing fundamentals, covering topics such as SEO, content marketing, and social media advertising. • Delivered actionable recommendations for improving online visibility and driving website traffic and conversions. • Conducted in-depth analysis of campaign performance metrics to optimize strategies and maximize ROI
- GData & Marketing Analyst/ SCRUM MasterGreenex Ravens LTDApr 2021 - Oct 2022 (1 year 7 months)Worked within the data and marketing research team responsible for collecting and analyzing data from various sources such as social media, website analytics, customer databases, and other sources.. Key Contributions • Partnered with stakeholders, designers and developers to establish, formulate and report on business KPI being the first data executive • Built out the data and reporting infrastructure using Excel, Python Jupiter note book, and Power BI • Conducted data analysis, data mining, and data cleansing to identify trends, patterns, and insights that informed marketing strategies. • Developed data-driven marketing plans that increased brand awareness and engagement. • Designed, developed, and maintained dashboards and reports using P
- Senior Teller & Business Development ExecutiveZenith Bank PlcJul 2017 - Apr 2021 (3 years 10 months)1. Customer Service and Relationship Building: .Spearheaded initiatives resulting in increase in customer satisfaction. .Established and maintained personalized relationships with high-value clients, leading to improved retention rates. 2. Cross-Selling and Revenue Generation: .Successfully identified and capitalized on opportunities to cross-sell financial products, contributing to a increase in revenue. .Worked with customers to carry out financial needs assessments, offering tailored solutions to meet their needs. 3.Operational Oversight and Compliance: .Ensured strict adherence to operational procedures, reducing errors and ensuring compliance with regulatory requirements. 4. Team Collaboration and Training: .Provided mentorship to juni
- Cash and TellerZenith BankJan 2013 - Jul 2017 (4 years 7 months)
- IWeb Development/Information Tech TutorInstitute of Advanced Studies Benin CitySep 2011 - Apr 2013 (1 year 8 months)Designed, developed and managed the web development teaching curriculum of the institute as well as it’s first website. Key Contribution: • Designed and taught web development with special focus on (php, html, css, sql and database management • Provided learning support to both tutors and students learning (MS Excel, Word, Access, Sharepoint • Provided technical support in managing the institutes ICT infrastructure and learning equipment
Education
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- Bachelor's degree, Electrical, Electronics and Communications EngineeringFederal University of Technology OwerriJan 2005 - Jan 2010 (5 years 1 month)