Analyst - Customer Experience

Al Ghurair; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

Al Ghurair is seeking a detail‑oriented Customer Experience Analyst to support the CX Team in Dubai. The role involves analyzing customer insights, identifying trends, and delivering data‑driven recommendations to enhance satisfaction and engagement.

The candidate will work with IT and data teams to integrate insights into BI tools, design dashboards, and communicate findings to senior management. Strong analytical, presentation, and IT skills are essential.

Qualifications

• CX knowledge and a data‑analysis mindset are required.
• Bachelor's degree in CS/Engineering or similar field is expected.
• Strong skills in data analysis and visualization using Excel/Power BI.

Responsibilities

• Define and document business requirements, workflows, and customer journey maps.
• Lead CX research design including surveys, focus groups, and user testing.
• Analyze quantitative and qualitative data to uncover customer insights.
• Present findings and strategic recommendations to stakeholders and senior management.

Skills

CX knowledge

Data analysis

Excel

Power BI

Communication

Education

Bachelor's Degree in Computer Science & Engineering or similar

Tools

Excel

Power BI

Tableau

Job description

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.

Responsibilities

OPERATIONAL

• Define and document business requirements, workflows, and customer journey maps.
• Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
• Ability to analyse quantitative and qualitative data to uncover customer insights.
• Understanding customer journeys and identifying friction points.
• Creating and analysing surveys using platforms like CXM tools
• Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
• Familiarity with regression, correlation, segmentation, and trend analysis using tools

PEOPLE MANAGEMENT

• Support design development of dashboards and reports to track key CX metrics and business performance.
• Ensure data integrity and maintain accurate documentation of research insights and business processes.
• Work with IT and data teams to integrate customer insights into business intelligence tools and systems.

PRODUCT / PROCESS IMPROVEMENT

• Support design development of dashboards and reports to track key CX metrics and business performance.
• Present findings and strategic recommendations to stakeholders and senior management.

Qualifications

• Knowledge in CX and Certification in Data Analysis
• Bachelors Degree in Computer Science & Engineering or similar disciplines
• Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
• Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
• Experience working on IT system, Microsoft technologies or any system implementation project is preferred
• Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.

Required Skills

• Customer Insights
• Customer Journey Mapping
• Data Analysis

Job Info

• Job Identification 1511
• Job Category Marketing
• Posting Date 12/09/2025, 07:28 AM
• Locations Al Ghurair Corporate Office, Deira
• Job Schedule Full time