Open to opportunities

Amma User

@ammauser

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Customer Experience leader with 9+ years leveraging analytics and Power BI to improve journeys and service outcomes.

Nigeria

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What I'm looking for

I’m looking for a role where I can combine Power BI/SQL analytics with customer journey mapping and change readiness work to improve service performance, align cross-functional teams, and deliver measurable CX outcomes.

I’m a customer experience leader with 9+ years of experience combining insight-driven analytics, customer journey mapping, and end-to-end delivery of CX improvements. I specialise in building Power BI and Excel-based reporting suites, conducting survey and operational diagnostics, and translating insights into roadmaps that improve service performance and product outcomes.

I design and manage Customer Experience Blueprints, lead change readiness assessments, and drive roll-outs with cross-functional stakeholders to optimise journeys and reduce friction. In recent work, I built a Power BI performance suite and journey redesign that cut average response time by 40%, lifted CSAT by 18%, reduced complaint recurrence by 25%, and automated reporting to cut manual preparation time by 60%.

Experience

Work history, roles, and key accomplishments

Current

Business Analyst

Current

10Alytics

Jan 2026 - Present (6 months)

Gather and translate stakeholder requirements into actionable analytics and reporting specifications. Build SQL/Excel/Power BI dashboards and reports to track business and customer experience metrics and support project delivery.

Business Requirements Analytics Reporting Stakeholder Management SQL Excel Power BI Data Analysis Dashboarding KPI Tracking Process documentation

Customer Experience Manager

La Palm Royal Hotel

Jan 2022 - Dec 2024 (2 years 11 months)

Designed and managed a Customer Experience Blueprint and led a 12-month delivery roadmap to improve guest journeys and reduce complaint recurrence by 25%. Built a Power BI performance suite and Excel forecasting models, automating nightly ETL and reducing manual reporting time by 60%.

Customer Experience Blueprinting Customer Journey Mapping Change Readiness Assessment Change Management Stakeholder Management Power BI Data Modelling Excel Power Query Forecast Modelling ETL Survey Analysis

Checkout Supervisor

Mass Discounters (Game)

Jan 2017 - Dec 2019 (2 years 11 months)

Mapped the customer checkout journey and analyzed transaction patterns in Excel to build a demand-forecast roster model, reducing queue-related complaints by 30% during peak hours. Implemented process controls and reconciliation checks using performance dashboards, reducing till variance by 15%.

Customer Journey Mapping Demand Forecasting Process Control Performance Dashboards Audit & Compliance Variance Reduction

Complaints Resolution Manager

Government Municipal Assembly

Jan 2014 - Dec 2016 (2 years 11 months)

Managed high-volume public complaints by designing triage criteria and SLA tracking in Excel, reducing backlog by 35% and speeding resolution for priority cases. Coordinated investigations across departments and produced executive briefings to support evidence-based service improvements.

SLA Excel Executive Briefings Resource Planning