Customer Experience (CX) Analyst

Al-Bahar; Sharjah; On-site; AED 180,000 - 260,000; Full time

Job summary

Al-Bahar in the United Arab Emirates seeks a Customer Experience Analyst to lead CX initiatives and embed a customer-first culture across the organization. You will map journeys, manage feedback programs, drive advocacy, and translate insights into actionable improvements that boost satisfaction, loyalty and business performance.

This role requires strong analytical skills, experience with journey mapping, and the ability to collaborate with cross-functional teams to deliver measurable CX

Qualifications

• Experience in customer experience or related field.
• Experience with customer journey mapping.
• Strong analytical skills to translate data into insights.

Responsibilities

• Champion a customer-first culture across departments.
• Map, analyze, and optimize end-to-end customer journeys.
• Manage customer experience survey programs and closed-loop actions.
• Oversee customer advocacy initiatives like testimonials and referrals.
• Promote CX culture through training and internal comms.
• Analyze CX insights and deliver actionable recommendations.
• Collaborate with cross-functional teams to implement CX improvements.
• Track CX metrics (NPS, CSAT, CES) and report to management.

Skills

Customer journey mapping

Survey tools

Feedback management

Analytical skills

Cross-functional collaboration

Training & enablement

Education

Bachelor's degree in Business Administration/Marketing/Customer Experience

Tools

Survey tools

Feedback management systems

Job description

Al-Bahar Background

Mohamed Abdulrahman Al-Bahar founded in 1937, is a leading business house in the Arabian Gulf with a vision to become the number one provider of customer value in construction equipment, energy and transportation, and materials handling industry.

Al-Bahar are dealers of Cat® machinery, heavy equipment and power systems for a wide variety of applications, including earthmoving, building and construction, mining, road making construction, demolition, waste and scrap handling, electric power generation, marine propulsion etc.

With more than 2,000 committed employees, Al-Bahar offers a highly engaging and supportive work environment in a culture that values, recognizes and rewards quality performance.

Our Human Resources Critical Success Factors are:

Continue to build and strengthen intellectual capital by hiring and retaining quality people, rewarding performance, and providing them with growth opportunities.

Job Summary

The Customer Experience (CX) Analyst will play a key role in embedding a customer-first culture across the organization by designing, managing, and continuously improving customer experience initiatives. This role is responsible for mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements that enhance satisfaction, loyalty, and business performance.

Key Responsibilities

• Champion a customer-first culture and ensure customer experience best practices are embedded across departments and processes
• Map, analyze, and optimize end-to-end customer journeys to identify key touchpoints, pain points, and improvement opportunities
• Manage and track customer experience survey programs, including feedback collection, analysis, and closed-loop follow-up actions
• Oversee customer advocacy initiatives such as testimonials, case studies, reviews, and referral programs to strengthen brand credibility and trust
• Promote CX culture through structured training programs, internal communications, and advocacy initiatives
• Analyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations to enhance the overall customer experience
• Collaborate with cross-functional teams to implement CX improvements and monitor their impact
• Track key CX metrics (e.g., NPS, CSAT, CES) and prepare regular performance reports for management

Qualifications & Experiences

• Bachelor's degree in Business Administration, Marketing, Customer Experience, or a related field
• 5-6 years of experience in customer experience, customer insights, service design, or a related role
• Hands-on experience with customer journey mapping, survey tools, and feedback management systems
• Strong analytical skills with the ability to translate data into practical business insights
• Experience working in cross-functional environments and driving change initiatives