Data Analyst II

About the team

Product Health sits within Business Improvement & Optimisation and supports Capitec's number one strategic objective: building trust with clients. The team uses data, client feedback, operational signals and AI-driven insights to spot where client trust is breaking down — then works with product teams to fix the root causes. The team's work covers more than 60 products and over 100 data assets across the bank.

Why this role exists

The role exists to unlock value from data — making it accessible and meaningful to stakeholders across the organisation. It transforms data into actionable insights that support strategic decision-making, optimise operations and drive business performance. By identifying trends, patterns and opportunities, it enables informed, data-driven decisions and contributes directly to the organisation's strategic objective of being an insights-driven organisation. This isn't a typical reporting or dashboard role. As a Data Analyst II in Product Health, you'll investigate complex problems across products and systems, find the root causes and size the opportunity. You'll then influence senior stakeholders and see the fixes through to measurable results. Recent work has helped reduce client disputes and prevent service incidents at scale.
The kind of problems this role tackles:

•  A high volume of clients calling the contact centre about a specific product — what's driving it and what should change?
• Client-dispute limitations in an app — should product functionality or thresholds be adjusted?
• A broken process causing branch visits — where does the fix sit and what's the evidence?

What you'll do

• Investigate client and product pain points using data, client feedback, operational signals and AI-driven insights
• Identify root causes of high-volume client issues and size the business opportunity
• Develop evidence-based business cases and work with product owners to determine remediation actions
• Locate and integrate additional data sources when existing sources are insufficient to support an analysis
• Perform complex data analysis and statistical modelling — interpreting large datasets and translating findings into clear, actionable recommendations for product and business teams
• Engage and influence senior stakeholders and product owners to drive remediation decisions
• Work with product teams across 60+ products to implement solutions — from functionality changes to threshold adjustments
• Contribute to maintaining the product health score across 100+ data assets
• Work primarily on ad hoc analysis — this role does not focus on building repeatable dashboards within a structured software-development lifecycle

Minimum Experience

• Bachelor's Degree in Analytical, Data, Technical, Engineering or a related field
• Minimum of 5 years experience in data analysis, with a significant portion in the financial services, banking or a related analytical environment
• Experience leading data analysis projects and driving business impact through insights
• Experienced with advanced data analysis tools — SQL and Python are the minimum technical requirements for this role
• Complex data analysis and statistical modelling
• Working with and guiding cross-functional teams
• Communicating and presenting findings to non-technical stakeholder

Qualifications (Minimum)

Tools and technical skills

• Advanced SQL — complex query writing, query performance optimisation and large dataset management
• Python or R — data manipulation libraries (pandas, numpy) and visualisation libraries (matplotlib, seaborn)
• Advanced visualisations and dashboards — Power BI, Tableau or similar
• R for statistical analysis
• Snowflake or AWS — useful but not a strict requirement
• Advanced Excel — including macros and VBA
• Strong understanding of statistical methods and their application in financial data analysis
• Predictive analytics techniques and their application in financial services
• Data modelling techniques to structure and organise data effectively
• Risk analysis methods and their application in financial services

Conditions of Employment