The AIFC Expat Centre is seeking a proactive and analytical Specialist to support the development and enhancement of services for foreign nationals in Kazakhstan. This is primarily a back-office role focused on service analytics, customer journey management, marketing effectiveness, business optimisation, and data-driven decision-making aimed at improving customer satisfaction and operational efficiency. The successful candidate will work closely with internal stakeholders to analyse client behavior, monitor service performance, identify improvement opportunities, and support the promotion and continuous enhancement of Expat Centre services.
Key Responsibilities:
- Analyse customer journeys, service usage trends, and client needs to improve service effectiveness and customer experience.
- Monitor demand, customer acquisition channels, conversion rates, and service performance indicators.
- Prepare analytical reports, dashboards, and recommendations for management decision-making.
- Identify service improvement opportunities and propose data-driven solutions to optimise processes and client experience.
- Analyse customer feedback and satisfaction metrics to support continuous service enhancement.
- Support the development and execution of marketing and communication initiatives aimed at increasing awareness and usage of Expat Centre services.
- Maintain and ensure accuracy of client databases, records, and service performance data.
- Prepare and update service descriptions, customer communication materials, and internal procedures.
- Provide consultations on visa, migration, taxpayer registration, and other services available to foreign nationals in Kazakhstan.
- Coordinate with government authorities, service providers, and internal stakeholders to facilitate service delivery.
- Ensure confidentiality, accuracy, and completeness of documentation and client-related information.
- Perform other duties as assigned by the Director of Expat Centre.
Requirements:
- Bachelor's degree in International Relations, Economics, Business Administration, Marketing, Analytics, Project Management, or a related field.
- Minimum 1 year of experience in customer service, business analysis, marketing, client relationship management, analytics, or a related area.
- Strong analytical and problem-solving skills with the ability to interpret data and generate actionable insights.
- Experience in customer journey analysis, service improvement, CRM systems, or performance monitoring would be an advantage.
- Excellent communication and stakeholder management skills.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Fluent Kazakh, Russian, and English.
- Chinese language proficiency will be considered an advantage.
- High level of organisation, time management, and attention to detail.
- Strong sense of responsibility, reliability, and customer orientation.