Analyst - Customer Experience

Al Ghurair


Date: 3 hours ago
City: Dubai
Contract type: Full time
Job Description

We are seeking a detail-oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.

Responsibilities

OPERATIONAL

  • Define and document business requirements, workflows, and customer journey maps.
  • Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
  • Ability to analyse quantitative and qualitative data to uncover customer insights.
  • Understanding customer journeys and identifying friction points.
  • Creating and analysing surveys using platforms like CXM tools
  • Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
  • Familiarity with regression, correlation, segmentation, and trend analysis using tools

PEOPLE MANAGEMENT

  • Support design development of dashboards and reports to track key CX metrics and business performance.
  • Ensure data integrity and maintain accurate documentation of research insights and business processes.
  • Work with IT and data teams to integrate customer insights into business intelligence tools and systems.

PRODUCT / PROCESS IMPROVEMENT

  • Support design development of dashboards and reports to track key CX metrics and business performance.
  • Present findings and strategic recommendations to stakeholders and senior management.

Qualifications

  • Knowledge in CX and Certification in Data Analysis
  • Bachelors Degree in Computer Science & Engineering or similar disciplines
  • Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
  • Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
  • Experience working on IT system, Microsoft technologies or any system implementation project is preferred
  • Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.

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