Customer Experience Analyst - Saudi National

Customer Experience Analyst - Saudi National

Job Title: Customer Experience Analyst - KSA National
Location: Riyadh, KSA

Job Purpose:
The Customer Experience team is seeking a motivated and detail-oriented Customer Experience Analyst to support the enhancement and optimization of customer experiences across retail, corporate, and digital channels. The ideal candidate will have a passion for customer-centricity, strong analytical skills, and the ability to collaborate across teams to identify opportunities for improvement.

Responsibilities:

1. Customer Insights & Research:
   • Collect, analyze, and interpret customer feedback from surveys, complaints, usability tests, and other data sources.
   • Support the development of insights to improve products, services, channels, and overall customer experience.
2. Customer Journey Analysis:
   • Assist in mapping and analyzing customer journeys across various banking products and channels (retail, corporate, and digital).
   • Identify pain points and areas for improvement based on customer feedback and data analysis.
3. Reporting & Performance Tracking:
   • Assist in tracking key performance indicators (KPIs) related to customer experience (e.g., NPS, CSAT, CES).
   • Prepare reports and presentations to summarize findings and recommendations for internal stakeholders.
4. Stakeholder Collaboration:
   • Work closely with teams in product development, service excellence, marketing, digital, and operations to support CX initiatives.
   • Assist in coordinating customer experience improvement projects.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Psychology, Data Analytics, or a related field.
• 0-3 years of experience in customer experience, service design, customer insights, or related roles.
• Basic knowledge of customer journey mapping, customer feedback analysis, and service design principles.
• Analytical mindset with proficiency in Excel, PowerPoint, and data visualization tools.
• Strong communication and collaboration skills.
• Interest in digital banking and emerging customer experience trends.
• Fluency in Arabic and English.