The role is responsible for providing data analytics, performance reporting and actionable insights to drive the growth and optimisation of the Wallet business, with a focus on increasing active users, transaction volumes and values, revenue generation, and delivering a safe, reliable and seamless customer experience.

The role will monitor and analyse performance across the end-to-end customer journey, including onboarding, wallet funding, payments, transfers and cash-out; develop and maintain performance dashboards; and translate transactional and customer data into actionable recommendations that inform product development, marketing strategies and management decision-making.

KEY RESPONSIBILITIES /KEY DELIVERABLES

• Wallet Performance Analysis: Analyse customer and transaction data to track wallet performance across acquisition, activation, usage, retention, churn, transaction volumes, value and revenue, identifying trends and opportunities for growth.
• Customer Segmentation and Insights: Develop customer segments based on behaviour, transaction patterns, value and channel usage to inform targeted campaigns, product development and customer engagement strategies.
• Predictive and Advanced Analytics: Develop and maintain predictive models for customer churn, dormancy, lifetime value and cross-selling opportunities, translating model outputs into actionable business recommendations and monitoring model performance.
• Product and Campaign Effectiveness: Design and evaluate A/B tests, cohort and funnel analyses to assess the effectiveness of product features, pricing changes and promotions, identify customer journey drop-off points, and recommend improvements.
• Forecasting and Business Planning: Forecast transaction volumes, revenue and agent/merchant liquidity requirements to support business planning, growth initiatives and liquidity management.
• Fraud and Anomaly Detection: Analyse transaction patterns and support the development of rules and models to identify unusual activities, escalating potential fraud risks to the relevant teams.
• Reporting and Dashboard Development: Gather business reporting requirements and develop dashboards and automated reports providing timely insights into wallet performance, customer activity, revenue, transaction trends and agent/merchant performance.
• Data Quality and Reconciliation: Validate wallet data, support transaction and balance reconciliations, identify data quality issues and collaborate with Business Technology (BT) to resolve discrepancies and improve data integrity.
• Service Performance Monitoring: Analyse failed transactions, system downtime and customer complaint trends to identify service delivery gaps and recommend improvements to wallet reliability and customer experience.
• Stakeholder Engagement and Decision Support: Present clear, evidence-based insights and recommendations to the wallet product team and senior management to support informed decisions, product optimisation and sustainable business growth.
• Ad-hoc Business Analysis: Undertake ad-hoc data analysis and investigations as required by the wallet team and management to address emerging business questions and support strategic priorities.
• Stakeholder Collaboration: Collaborate with Marketing, Product and Customer Service teams to translate data insights into actionable initiatives that improve customer engagement, wallet adoption, retention and overall business performance.

BUSINESS BEHAVIOURS

• Passion: Committed to excellence, delivering outstanding results and making a positive impact on our customers and stakeholders.
• Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank.
• Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
• Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth.

QUALIFICATIONS, EXPERIENCE AND COMPETENCIES REQUIRED

• Bachelor’s degree in computer science, Data Science, Statistics, or a related field from a recognized institution.
• A master’s in data science, computer science, or a similar discipline is advantageous.
• Formal training in machine learning, artificial intelligence, data mining, or statistical modeling.
• Certification in MS Power BI, Tableau or Qlik Sense is an added advantage.
• A minimum of five (5) years’ experience as a Data or Business Analyst, ideally in banking, mobile money, payments or fintech.
• Hands-on experience analysing high-volume transaction data.
• Understanding of digital wallet or mobile money operations.
• Strong in SQL and Python or R for data analysis and modelling
• Proficiency in at least one BI tool (Power BI or Qlik Sense).
• Solid statistics: hypothesis testing, regression, and experimental design.
• Practical experience with machine learning techniques.
• Good grasp of data quality and validation practices.

• Wallet Performance Analysis: Analyse customer and transaction data to track wallet performance across acquisition, activation, usage, retention, churn, transaction volumes, value and revenue, identifying trends and opportunities for growth.
• Customer Segmentation and Insights: Develop customer segments based on behaviour, transaction patterns, value and channel usage to inform targeted campaigns, product development and customer engagement strategies.
• Predictive and Advanced Analytics: Develop and maintain predictive models for customer churn, dormancy, lifetime value and cross-selling opportunities, translating model outputs into actionable business recommendations and monitoring model performance.
• Product and Campaign Effectiveness: Design and evaluate A/B tests, cohort and funnel analyses to assess the effectiveness of product features, pricing changes and promotions, identify customer journey drop-off points, and recommend improvements.
• Forecasting and Business Planning: Forecast transaction volumes, revenue and agent/merchant liquidity requirements to support business planning, growth initiatives and liquidity management.
• Fraud and Anomaly Detection: Analyse transaction patterns and support the development of rules and models to identify unusual activities, escalating potential fraud risks to the relevant teams.
• Reporting and Dashboard Development: Gather business reporting requirements and develop dashboards and automated reports providing timely insights into wallet performance, customer activity, revenue, transaction trends and agent/merchant performance.
• Data Quality and Reconciliation: Validate wallet data, support transaction and balance reconciliations, identify data quality issues and collaborate with Business Technology (BT) to resolve discrepancies and improve data integrity.
• Service Performance Monitoring: Analyse failed transactions, system downtime and customer complaint trends to identify service delivery gaps and recommend improvements to wallet reliability and customer experience.
• Stakeholder Engagement and Decision Support: Present clear, evidence-based insights and recommendations to the wallet product team and senior management to support informed decisions, product optimisation and sustainable business growth.
• Ad-hoc Business Analysis: Undertake ad-hoc data analysis and investigations as required by the wallet team and management to address emerging business questions and support strategic priorities.
• Stakeholder Collaboration: Collaborate with Marketing, Product and Customer Service teams to translate data insights into actionable initiatives that improve customer engagement, wallet adoption, retention and overall business performance.

• SQL
• Python
• R
• MS Power BI
• Tableau
• Qlik Sense
• Machine learning
• Artificial intelligence
• Data mining
• Statistical modeling
• Hypothesis testing
• Regression
• Experimental design

• Bachelor’s degree in computer science, Data Science, Statistics, or a related field from a recognized institution.
• A master’s in data science, computer science, or a similar discipline is advantageous.
• Formal training in machine learning, artificial intelligence, data mining, or statistical modeling.
• Certification in MS Power BI, Tableau or Qlik Sense is an added advantage.
• A minimum of five (5) years’ experience as a Data or Business Analyst, ideally in banking, mobile money, payments or fintech.
• Hands-on experience analysing high-volume transaction data.
• Understanding of digital wallet or mobile money operations.
• Strong in SQL and Python or R for data analysis and modelling
• Proficiency in at least one BI tool (Power BI or Qlik Sense).
• Solid statistics: hypothesis testing, regression, and experimental design.
• Practical experience with machine learning techniques.
• Good grasp of data quality and validation practices.