Customer Insights Manager - Complaint Analytics

Mashreq; Dubai; Hybrid; AED 180,000 - 240,000; Full time

Job summary

Mashreq seeks an experienced complaints analytics and process improvement professional to conduct deep-dive root cause analysis on customer complaints in the UAE. You will develop actionable insights, coach teams, and lead cross-functional initiatives to enhance customer experience and reduce complaints.

You will facilitate workshops, present findings to senior leadership, and track the impact of changes to ensure sustained improvements in CSAT scores.

Qualifications

• Experience in complaints handling and quality assurance.
• Strong analytical and storytelling skills.
• Ability to run workshops and cross-functional projects.
• Experience with Agile SCRUM practices is a plus.

Responsibilities

• Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
• Develop actionable insights and recommendations to address recurring customer pain points.
• Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
• Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
• Leverage data analytics and customer insights to support process change proposals.
• Conduct regular coaching, trainings and feedback sessions with complaints-handling agents based on RCA findings.
• Lead quality assessment exercises, ensuring adherence to resolution best practices.
• Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
• Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
• Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
• Track the impact of implemented changes, ensuring sustained improvements.
• Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
• Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
• Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
• Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
• Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience

Skills

Data analysis

RCA

Process improvement

Stakeholder management

Workshop facilitation

Tools

Excel

Job description

Mashreq seeks an experienced complaints analytics and process improvement professional to conduct deep-dive root cause analysis on customer complaints in the UAE. You will develop actionable insights, coach teams, and lead cross-functional initiatives to enhance customer experience and reduce complaints.

You will facilitate workshops, present findings to senior leadership, and track the impact of changes to ensure sustained improvements in CSAT scores.