Job title: Senior Customer Insights Analyst

Job type

Full time

Job Level

Senior Team Member

Experience

3-5

Functions

Customer Experience
Quality Assurance
Quality Control

Languages

English
Arabic

Design, Measure, and report periodic comprehensive and ongoing performance dashboards including NPS, QoS and Dynamic Voice of Customer surveys and measures for all interfacing operations to stakeholder management.
Channels Performance: Evaluate the performance of digital & Physical channels to identify areas for improvement and drive digital transformation initiatives.
Predictive Analytics: Utilize advanced analytics techniques to predict customer behavior and trends, helping to shape future business strategies.
Fully analyze customer satisfaction and dissatisfaction metrics with assessment of process implementation and recommend specific opportunities of improvement.
Execute data analysis assignments to support customer experience process owners and identifying process and customer experience improvement opportunities based upon qualitative and quantitative customer feedback
End to End Processes Performance Reviews to ensure effective deployment of designed processes.
Ensure that a performed service adheres to a defined set of quality criteria agreed in the company or meets the requirements of the customers by conducting mystery shopping/calling activities and reporting the results to management.
Support Customer Experience with the design of the end-end customer journey of the projects and services from the customer experience perspectives.
Serve as the “point of contact” for all QoS dashboards and Voice of Customer reports.
Ensure effective action plans are in place by operations to improve customer satisfaction results, based on voice of customer, KPIs periodic achievement and call back reports.
Create and animate initiatives towards promoting a Customer-Centric culture.

Project Management, Communication Skills, Analytical and research skills;

Bachelor Degree in Industrial Engineering/ Business Administration or IT
3-5 Years of experience preferably in quality-related work, data analysis and reporting, Six Sigma, and Project Management methodology