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Join the Savannah team

Customer Experience Analyst

Nairobi, Kenya - Full time 

Position: Entry Level hire

Pay range: KES 30,000 - KES 50,000 gross

About Us

Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions. Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation. 

We are a company with great ideas and employees. Working across various customers’ sites, our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health. Our customers partner with Savannah in delivering challenging projects, thus believing in the capabilities of our employees. 

The Savannah team is made up of medical doctors, project managers, and software engineers, who have a common aspiration of transforming the region’s health care. 

If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website. 

Job Description

We are seeking a passionate and detail-oriented Customer Experience Analyst to join our team. If you are
enthusiastic about providing exceptional customer service and possess basic technical knowledge of
systems, we want to hear from you!

The ideal candidate will play a pivotal role in enhancing our customer interactions and ensuring seamless
experiences. You will work closely with our technical teams to analyze customer data and system
performance to identify areas for improvement. Your insights will be instrumental in shaping our customer-
centric strategies and driving innovation.



● Customer Support:

  • Provide technical support to customers by troubleshooting system-related issues.

  • Ensure prompt and effective resolution of customer inquiries and concerns.


● Reporting and Documentation:

  • Prepare reports and documentation on customer feedback and system performance.

  • Maintain detailed records of customer interactions and solutions provided.

● Customer Data Analysis:

  • Collect and analyze customer data to identify trends, preferences, and pain points.

  • Use data-driven insights to recommend improvements to enhance the overall customer experience.


● Feedback Management:

  • Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.

  • Escalate technical issues to the appropriate teams for resolution.

● Process Improvement:

  • Collaborate with cross-functional teams to streamline processes and enhance system functionality.

  • Identify opportunities for automation and efficiency improvements.

● System Knowledge:

  • Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.

  • Collaborate with the technical team to stay updated on system enhancements and updates.

● Cross-functional collaboration:

  • Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved.

  • Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.



  • Bachelor's degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a
    related discipline.

  • Basic technical knowledge of systems, including systems in the Healthcare industry would be an added bonus.


  1. Communication Skills: Effective written and verbal communication skills for conveying insights and recommendations to both technical and non-technical stakeholders.

  2. Customer Focus: A customer-centric mindset with an understanding of customer behaviour and the ability to identify trends and patterns.

  3. Attention to Detail: High attention to detail to ensure accuracy in data analysis and reporting. 

  4. Teamwork: The ability to collaborate effectively with cross-functional teams and contribute to group projects. 

  5. Problem-Solving Abilities: Experience in identifying issues or challenges and proposing data-driven solutions.


The ideal candidate for this position should have the following: 


  1. Excellent communication and interpersonal skills.

  2. Customer-focused mindset with an understanding of customer behaviour and the ability to identify trends and patterns to deliver exceptional service.

  3. Detail-oriented and organized with the ability to manage multiple tasks simultaneously.

  4. Problem-solving skills and the ability to think creatively, identifying issues or challenges and proposing data-driven solutions to improve customer experiences.

  5. Proficiency in data analysis tools and Microsoft Office Suite.

  6. The ability to collaborate effectively with cross-functional teams and contribute to group projects.


  • Great mission and company culture 

  • Impact work across the Healthcare sector 

  • Growth Opportunities 

  • Market Competitive Salary 

  • Health and Medical benefits package

Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or expression. Savannah is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include but are not limited to, criminal history, national sex offender search, and motor vehicle history.


We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.

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