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.
OPERATIONAL
1. Define and document business requirements, workflows, and customer journey maps.
2. Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
3. Ability to analyse quantitative and qualitative data to uncover customer insights.
4. Understanding customer journeys and identifying friction points.
5. Creating and analysing surveys using platforms like CXM tools
6. Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
7. Familiarity with regression, correlation, segmentation, and trend analysis using tools
PEOPLE MANAGEMENT
1. Support design development of dashboards and reports to track key CX metrics and business performance.
2. Ensure data integrity and maintain accurate documentation of research insights and business processes.
3. Work with IT and data teams to integrate customer insights into business intelligence tools and systems.
PRODUCT / PROCESS IMPROVEMENT
1. Support design development of dashboards and reports to track key CX metrics and business performance.
2. Present findings and strategic recommendations to stakeholders and senior management.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Al Ghurair is a diversified conglomerate with interests in food and agriculture, printing and packaging, and real estate.