Job Overview
A leading technology-driven organization in Dubai is looking for a CX Intelligence Senior Specialist to help transform customer feedback into meaningful business insights. This role is ideal for professionals who are passionate about customer experience, data analysis, and business strategy.
Thank you for reading this post, don't forget to subscribe!The successful candidate will analyze customer feedback, identify improvement opportunities, and collaborate with cross-functional teams to enhance customer satisfaction and support data-driven decision-making across the organization.
Key Responsibilities
Customer Experience Analysis
- Analyze customer feedback and performance metrics to identify trends and improvement opportunities.
- Monitor customer satisfaction indicators, including Net Promoter Score (NPS), customer surveys, and resolution performance.
- Convert complex customer data into clear and actionable business insights.
- Prepare reports that support strategic business decisions.
Data Analysis & Reporting
- Conduct detailed analysis of customer journeys across different touchpoints.
- Identify the root causes of customer issues and recommend practical solutions.
- Build reports, dashboards, and visual presentations for management.
- Monitor key customer experience metrics and measure the effectiveness of improvement initiatives.
Voice of Customer (VoC) Programs
- Support customer feedback programs by maintaining accurate and reliable data.
- Analyze customer sentiment and identify emerging trends.
- Contribute to initiatives that improve customer engagement and service quality.
- Help ensure continuous improvement through regular feedback analysis.
Cross-Functional Collaboration
- Work closely with customer experience, product, operations, analytics, and business teams.
- Present findings and recommendations to internal stakeholders and senior management.
- Support projects focused on improving customer satisfaction and operational performance.
- Assist in developing customer-focused strategies based on data insights.
Process Improvement
- Recommend improvements to customer support processes and service delivery.
- Help automate reporting and enhance dashboard capabilities.
- Identify opportunities to improve customer journeys using data-driven recommendations.
- Contribute to ongoing customer experience transformation initiatives.
Required Qualifications
- Bachelor’s degree in Business Administration, Marketing, Data Analytics, Statistics, Economics, or a related field.
- Professional certifications in analytics or customer experience are an advantage.
Experience
- 3–5 years of experience in customer experience (CX), customer insights, business analytics, market research, or a related field.
- Experience working in technology, e-commerce, logistics, or digital platforms is preferred.
- Hands-on experience analyzing customer feedback and satisfaction metrics.
Required Skills
- Strong analytical and problem-solving abilities.
- Experience with Microsoft Excel, SQL, Tableau, Looker, or similar analytics tools.
- Familiarity with survey platforms such as Qualtrics or equivalent solutions.
- Ability to translate complex data into clear business recommendations.
- Strong presentation and storytelling skills.
- Excellent written and verbal communication in English.
- Experience creating dashboards and management reports.
- Strong organizational and time management skills.
- Ability to work effectively with cross-functional teams in a fast-paced environment.
- High attention to detail and commitment to continuous improvement.
Why Join This Opportunity?
- Join a leading technology company in Dubai.
- Work on high-impact customer experience and analytics projects.
- Collaborate with experienced professionals across multiple business functions.
- Competitive salary and attractive employee benefits.
- Excellent opportunities for professional development and long-term career growth.