Service Delivery Analyst Vacancy at HealthPlus Limited

HealthPlus Limited, Nigeria’s first integrative pharmacy, is the fastest-growing pharmacy chain in West Africa. We are committed to our mission of helping people achieve optimum health and vitality, while delivering superior value to stakeholders. Our vision is to be Africa’s #1 for pharmacy, wellness and beauty. Recently, we secured significant foreign investment from our partners to scale up our network of retail outlets and our online business. This strategy will give us unparalleled reach across the country and beyond.

We are recruiting to fill the position below:

Job Title: Service Delivery Analyst

Reference #: HP/CT/SDA
Location: Lagos
Contract Type: Permanent
Industries: IT – Information Technology, Research, Retail


  • The Service Delivery Analyst is responsible for identifying & implementing opportunities that improve service delivery within HealthPlus and augment the development of a service excellence mindset within the organization.

Job Functions

  • Analysis, Communications, Data Analysis, Data Capturing, Information Technology, Investigation & Compliance, Process Development, Research and Development, Retail, Strategic Communication,Technical


  • Define measurement metrics for customer surveys and mystery shopping
  • Implement CSAT surveys
  • Implement mystery shopping program
  • Implement internal Service Level Agreement (SLA) program
  • Collate, analyse and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
  • Generate reports & provide actionable insights from the data obtained from the mystery shopping exercise and other surveys
  • Track the implementation of recommendations from the Mystery shopping
  • Develop comprehensive customer analytics across the HealthPlus to gain awareness on customer preferences
  • Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational priorities
  • Active mystery shopper program
  • Improved mystery shopper ratings
  • Accuracy, completeness and reliability of reports generated


  • First Degree in any Technical field, a Master’s degree is an added advantage
  • 4 years or more covering a range of service functional areas
  • Analytical skills
  • Attention to details
  • Excellent report writing & presentation skills
  • Ability to multitask
  • IT Savvy
  • Knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
  • Knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
  • Ability to communicate effectively with staff at all levels and third parties
  • Customer Focused
  • Process Driven
  • Result Oriented
  • Team spirited.

Market Related.

Application Closing Date
7th January, 2019.

How to Apply
Interested and qualified candidates should:
Click here to apply online