We're looking for a curious, data-driven, and customer-obsessed Senior Specialist to join our Customer Experience team at the company. In this role, you’ll be the go-to person for customer feedback analytics—specifically around Net Promoter Score (NPS), Resolution Metrics, and deep-dive discovery pieces that drive customer-centric decision-making across the business.
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Location
Dubai, Dubai, United Arab Emirates
Responsibilities
- Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross-functional stakeholders.
- Own and analyze key customer feedback programs and key metrics, including NPS, resolution feedback, and post-interaction surveys.
- Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.
- Collaborate with CX, product, operations, and analytics teams to identify root causes of negative experiences and track the impact of improvements over time.
- Support the Voice of the Customer (VoC) program by ensuring data integrity, running feedback loops, and highlighting emerging trends such as AI and advanced text analytics.
- Contribute to discovery research that helps us better understand evolving customer needs, especially in high-impact areas like cancellations, order issues, and support experience.
- Prepare customer experience insight decks for senior leadership and monthly business reviews with MDs, ensuring clear storytelling, strategic recommendations, and data accuracy.
- Assist in building and optimizing dashboards, alerts, and tracking tools that enable teams to monitor sentiment and resolution performance in real-time.
Qualifications & Experience
- 3–5 years of experience in customer insights, CX research, analytics, or a related field.
- Strong analytical skills with experience using tools like Excel, SQL, Tableau, or Looker.
- A working knowledge of survey platforms (e.g., Qualtrics).
- Ability to turn complex data into simple, actionable insights.
- Excellent communication and storytelling skills; comfort presenting to cross-functional teams and senior leadership.
- Curiosity, proactivity, and a drive to improve customer experience at scale.
- Bonus: Experience working in tech, e-commerce, or logistics industries.
Skills & Competencies
- Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.
- High attention to detail; ability to detect subtle behavioral trends and anomalies.
- Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.
- Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.
- Strong organizational and time management abilities in a fast-paced, deadline-driven environment.
