Job Description

Adumo, part of the Lesaka Technologies group, is seeking a detail-oriented and system-savvy

Customer Experience Analyst

to join our operations team. This is a key role focused on ensuring compliance, improving system health, supporting client satisfaction, and driving data-informed decision-making.


If you're an analytical thinker who thrives in structured environments, understands financial services, and enjoys solving operational and system gaps--you'll find your fit here.

Key Responsibilities

Compliance & System Health

Ensure SLA adherence across key functions including:

+ Card stock management
+ Supplier management (Card Processor/Producer)
+ Card load management
+ Salesforce and SSWP query management
+ Voucher Engine and Cardholder Portal oversight
Perform daily system health checks and escalate issues to IT as needed. Conduct root cause analyses and submit reports to line management. Escalate risks and follow change control procedures where applicable.

Client Satisfaction

Resolve complex client queries within SLA and maintain high service standards. Monitor dashboards for SLA breaches and take proactive action. Improve FCR (First Contact Resolution), reduce repeat queries and drive resolution time down (e.g., query resolution: 3hr 1hr). Ensure clear, professional communication and client understanding of resolutions.

Operational Analysis & Process Improvement

Map processes and identify inefficiencies across operations. Maintain CRM systems (Salesforce, Customer Portal, Cardholder Portal) and assist with internal troubleshooting. Work with internal stakeholders to define business needs and propose solutions aligned with customer expectations and growth. Oversee data sources and ensure secure, efficient data access across the team.

Project Management

Monitor workflows in Salesforce, ensuring task allocation and SLA adherence. Lead or support UAT testing and project documentation updates. Build operational support structures that enhance efficiency and scalability. Identify and address root causes of recurring issues.

Reporting

Prepare and deliver weekly operational reports and root cause analyses. Provide regular feedback to line management on service levels and performance. Feed relevant data into broader management reporting frameworks.

What You'll Need

Diploma or Certificate (NQF Level 5)

Qualification in

Business Management or Operations

Minimum

5 years' experience

in a similar role Previous exposure to analytical or data-driven roles (advantageous) Understanding of the

financial services

environment Business Analyst training (advantageous) Strong problem-solving, process mapping, and systems thinking skills Proficiency in CRM systems (especially Salesforce) and MS Office tools

Why Join Adumo?

As part of Lesaka Technologies, Adumo is committed to transforming how South African businesses and consumers interact with payments, rewards, and services. In this role, you'll be central to that mission--bringing operational excellence, customer insight, and data-driven decision-making to life.

Apply now

to help us deliver smarter customer experiences powered by data, structure, and service.

If you have not heard from us within 14 days of submitting your application, please consider your application unsuccessful.