Analyst - Customer Experience

Role Overview

Analyst - Customer Experience at Al Ghurair. This role supports the Customer Experience Team in analyzing customer insights, identifying trends, and developing data-driven recommendations to enhance customer satisfaction and engagement.

Role Purpose

Work closely with stakeholders to analyze customer data, uncover behavioral and attitudinal drivers, and translate insights into actionable recommendations that improve customer satisfaction and engagement.

Key Responsibilities

Customer Insights & Analysis

• Define and document business requirements, workflows, and customer journey maps.
• Analyze quantitative and qualitative data to uncover customer insights.
• Understand customer journeys and identify friction points.
• Conduct journey mapping and customer interaction analysis.
• Perform regression, correlation, segmentation, and trend analysis using appropriate tools.

Research & Methodology

• Lead design and implementation of CX research methodologies, including surveys, focus groups, and user testing.
• Create and analyze surveys using CXM tools and platforms.

Data Visualization & Reporting

• Support design development of dashboards and reports to track key CX metrics and business performance.
• Use Power BI, Tableau, or Excel to create clear data storytelling and visualizations.
• Ensure data integrity and maintain accurate documentation of research insights and business processes.
• Present findings and strategic recommendations to stakeholders and senior management.

Stakeholder & Systems Integration

• Work with IT and data teams to integrate customer insights into business intelligence tools and systems.

Qualifications & Experience

• Bachelor's Degree in Computer Science, Engineering, or similar discipline.
• Knowledge in Customer Experience and Certification in Data Analysis.
• Proven experience in journey mapping, customer insight analysis, and customer interactions.
• Experience working on IT system implementation projects, Microsoft technologies, or system implementation is preferred.

Skills & Competencies

• Strong analytical skills with experience in customer data analysis.
• Proficiency with data visualization tools: Excel, Power BI, Tableau, or CXM tools.
• Excellent communication and presentation skills.
• Ability to translate data insights into actionable recommendations.
• Understanding of behavioral and attitudinal drivers.