Customer Experience Analyst – Retail_ Aldar Retail Management

شركة الدار العقارية ش.م.ع; Abu Dhabi; On-site; AED 100,000 - 150,000; Full time

Job summary

A leading retail management company is seeking a Customer Experience Analyst to enhance customer satisfaction by analyzing feedback and delivering actionable insights. This role involves monitoring customer service performance, coordinating initiatives, and engaging with stakeholders across mall locations. Ideal candidates will have 3–5 years of experience in customer experience or related fields, strong analytical skills, and a bachelor's degree in a relevant discipline.

Qualifications

• 3–5 years in Customer Experience, Data Analytics, Market Research, or related fields.
• Retail, shopping mall, or hospitality experience preferred.
• Strong communication and presentation skills.

Responsibilities

• Analyze customer feedback from various sources to prepare actionable insights.
• Monitor and manage customer tickets and complaints, ensuring timely resolutions.
• Assist in planning and execution of CX activations and initiatives.

Skills

Data analytics

Qualitative & quantitative research

Customer journey mapping

Stakeholder influence

Education

Bachelor’s degree in Business, Marketing, Statistics, Data Analytics

Tools

Qualtrics

Power BI

Tableau

Job description

Aldar Retail Management is looking for a Customer Experience (CX) Analyst to support the implementation of our CX strategy by analyzing customer feedback, generating actionable insights, and tracking performance across all touchpoints. This role plays a key part in delivering seamless, engaging experiences for our guests, coordinating CX initiatives, and managing customer issue tickets across the business.

Key Responsibilities

CX Insights & Reporting

• Analyze customer feedback from surveys, social media, emails, service desks, websites, and mystery shopping.
• Prepare regular reports tracking NPS, CSAT, CES, complaint trends, and mystery shopper results, and respond to ad-hoc data requests.
• Identify trends, pain points, and opportunities using quantitative and qualitative methods.
• Develop presentations and share actionable insights with internal stakeholders to drive improvements.
• Collaborate with Customer Service teams and CX platform managers to ensure data quality and consistency.

Operational Excellence & Service Delivery

• Monitor and manage customer tickets and complaints, ensuring timely follow-up and resolution.
• Collaborate across departments and elevate issues when necessary.
• Generate monthly reports on resolution times, SLA compliance, and recurring issues.
• Conduct root‑cause analyses and recommend process improvements.
• Support adoption of CX tools and processes that enhance guest convenience and accessibility.

CX Activations & Engagement Support

• Assist in planning, coordination, and execution of CX activations, events, and in‑mall initiatives.
• Track participation, engagement, and feedback to measure success.
• Coordinate with vendors and internal teams to ensure seamless delivery of initiatives.

Stakeholder Engagement & Collaboration

• Work closely with Retail Marketing, Leasing, Operations, and Development teams to integrate customer insights.
• Provide timely and actionable reports to management to support decision‑making and performance tracking.

Key Metrics & Results

• Customer Satisfaction: NPS, CSAT, Mystery Shopper results
• Service Quality: SOP adherence, complaint resolution times, operational audits
• Stakeholder Engagement: Retailer feedback, cross‑department collaboration
• Brand Impact: CX awards, PR mentions, guest testimonials

Working Conditions

• Based at Yas Mall HQ with daily interaction across multiple mall locations.
• Occasional travel may be required between locations depending on portfolio scope.
• High‑touch role requiring presence during operational hours, including weekends.

Qualifications & Experience

• Experience: 3–5 years in Customer Experience, Data Analytics, Market Research, or related fields. Retail, shopping mall, or hospitality experience preferred.
• Skills: Data analytics, qualitative & quantitative research, customer journey mapping, stakeholder influence. Familiarity with CX tools (Qualtrics, Power BI, Tableau) is a plus.
• Interpersonal Skills: Strong communication and presentation skills, collaborative mindset, highly organized, proactive, and detail‑oriented.
• Education: Bachelor’s degree in Business, Marketing, Statistics, Data Analytics, or related discipline. CX certification is a plus.