Lead Analyst

Lead Analyst

Department: Global Analytics and Technology

Employment Type: Permanent - Full Time

Location: Kenya

Reporting To: Manager, Data Intelligence

Description

Location: Nairobi, Kenya

The Team you would Join
The Data Intelligence (DI) Team at Sun King is central to driving strategic decision-making through data-driven insights. This team collaborates with various departments to identify growth opportunities, optimize processes, and provide actionable insights that shape business strategy. The team combines business acumen with technical expertise, including data analytics, machine learning, and advanced storytelling, to ensure that data becomes a key driver of impact across the organization.

About the Role The DI team is seeking a Lead Analyst with expertise in Behavioural Science, analytics, and storytelling to play a pivotal role in transforming data into actionable business insights. The successful candidate will deeply understand business challenges, leverage Customer/Agent behavioural analytics techniques, and effectively communicate complex analyses to both technical and non-technical stakeholders. This role requires a strong ability to bridge the gap between Agent and customer Behaviour, operational initiatives, and technology.

What you would be expected to do:

• Conduct in-depth qualitative and quantitative research to understand customer and agent behaviors, motivations, and pain points.
• Leverage surveys, focus groups, and sentiment analysis tools to assess customer feedback and agent morale.
• Map customer and agent interactions across touchpoints to identify friction areas and optimize engagement strategies.
• Assess competitor strategies to uncover opportunities for improving customer satisfaction and agent performance.
• Design and execute A/B tests, behavioral experiments, and case studies to evaluate the impact of process improvements.
• Define and measure key behavioral performance indicators (KPIs) for customer satisfaction, agent efficiency, and service quality.
• Apply regression analysis, and statistical modeling to predict customer churn and agent productivity trends.
• Expertise in data visualization tools like Tableau, Looker, or Power BI to create compelling, actionable insights.
• Support loyalty programs, retention strategies, and service enhancements based on behavioral insights.
• Collaborate with senior leaders to identify strategic opportunities and guide data-driven decision-making.
• Lead projects to completion which will involve managing efforts across the team and mentoring junior team members and reviewing their work.

You might be a strong candidate if you have:

• A bachelor’s or master’s degree in Economics, Social Sciences, Public Policy, Psychology, Business Analytics, or a related field with a deep understanding of behavioral patterns.
• 5+ years of experience in business intelligence, strategic analysis, or behavioral analytics, with a track record of using data-driven insights to improve customer and agent experiences.
• Proficiency in SQL and Python for data extraction,modeling, and predictive analytics.
• Strong understanding of customer behavior, agent performance analytics, and market research techniques to solve real-world business challenges.
• Experience with Tableau, Looker, or Power BI to create compelling dashboards and data-driven narratives for diverse stakeholders.
• Strong academic behavioral science background.
• Ability to translate research findings into business strategies, working closely with leadership, marketing, and operations teams to enhance customer and agent engagement.

Strong interpersonal skills to collaborate with senior leaders, managers, and technical/non-technical teams, while remaining customer-focused and empathetic to user needs.
Sound knowledge of psychological principles to discern the underlying drivers behind consumer behaviors is a plus.

What Sun King Offers (in addition to compensation and statutory benefits)

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Centre for Leadership.

We place great importance on sustaining a diverse, inclusive work environment. We believe that innovation and understanding comes from diversity on every spectrum.  We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results.  We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability