The Concept Group is a holding company for companies established in 1992. Subsidiaries under the Group include: Rosabon Financial Services – Nigeria’s Leading Financial Intermediary and Equipment Leasing Company, Concept Nova – Bespoke Enterprise IT Solutions Company,Percy Aitkins – Bureau De Change.

We are recruiting to fill the position below:

Job Title: Senior Customer Insights & Intelligence Analyst

Location: Lagos
Employment Type: Full-time

Role Overview

• Rosabon Financial Services is establishing its first dedicated Customer Intelligence function to systematize customer learning across all products and segments. As a founding CI Analyst, you will build infrastructure transforming fragmented relationship manager insights, support interactions, and product feedback into strategic intelligence driving competitive advantage.
• Ground-floor opportunity for experienced analysts who can operate independently, design systems from foundational principles, and translate complex customer data into executive-ready strategic narratives.

What You’ll Build & Own

• Design Voice of Customer program capturing insights from Account Officers, RMs, Client Support, Telesales, Wealth Management, and digital channels
• Lead psychographic discovery research; qualitative interviews, structured debriefs, and observational analysis, moving beyond demographics to understand motivation, trust triggers, financial identity, and decision-making patterns
• Establish centralized research repository documenting PSA insights, competitive intelligence, customer interview findings; preventing institutional knowledge loss
• Produce monthly Customer Intelligence Briefings for management synthesizing strategic recommendations for product, sales, and service
• Partner with Product, Sales, Marketing translating intelligence into roadmap decisions, sales strategies, campaign targeting
• Track customer experience KPIs (NPS, CSAT, CES) and identify churn risks, cross-sell opportunities, emerging segment needs
• Contribute customer intelligence requirements shaping unified application and CRM design as infrastructure deploys

Requirements
Required Qualifications:

• Bachelor’s degree in Business, Economics, Statistics, Computer Science, Mathematics, or quantitative field
• 4-6 years customer analytics/business intelligence; financial services/fintech strongly preferred
• Advanced Excel/Google Sheets (pivot tables, complex formulas, data modeling)
• BI tools expertise (Power BI, Tableau, Looker) creating executive dashboards
• Experience designing VoC programs, customer research, or insight synthesis
• Demonstrated experience in qualitative research methods: in-depth customer interviews, focus group facilitation, insight synthesis from unstructured data, not limited to quantitative or dashboard-based analytics
• Statistical analysis foundations: segmentation, cohort analysis, trend identification
• Exceptional written communication translating technical findings for C-suite audiences

Preferred Qualifications:

• SQL proficiency for custom data extraction (becomes critical as CRM deploys)
• CRM system experience (Salesforce, HubSpot, Zoho, Freshworks, Dynamics)
• Python or R for advanced statistical analysis and predictive modeling
• Familiarity with psychographic or behavioural segmentation frameworks applied in financial services, consumer lending, or savings/investment products
• Nigerian financial services market understanding and competitive landscape familiarity
• Track record building analytics infrastructure independently in growth-stage organizations

Application Closing Date
2nd September, 2026.