Customer Insights Specialist

Black Pearl; Ajman; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading consultancy firm in the UAE is seeking a Customer Insights Specialist to enhance customer research and Voice of Customer programs. This role involves analyzing feedback, developing insights into service improvements, and managing customer surveys. A Bachelor's degree and 2-7 years of relevant experience are essential. Familiarity with VoC platforms and strong data analysis skills are preferred. Fluency in Arabic is a plus.

Qualifications

• Bachelor's degree in relevant field is required.
• 2-7 years of experience based on education.
• Experience with VoC programs and customer analytics is essential.

Responsibilities

• Manage and enhance customer surveys across channels.
• Conduct research, focus groups, and usability studies.
• Develop dashboards and reports for internal teams.

Skills

Customer analytics

Data analysis

Usability studies

Communication skills

Education

Bachelor's degree in Market Research, Data Science, Psychology, or similar

Tools

Qualtrics

Medallia

Job description

Job Description

We are hiring a Customer Insights Specialist to lead customer research, surveys, and Voice of Customer (VoC) programs. This role focuses on analyzing customer feedback and transforming data into clear insights that help improve services and customer journeys.

Key Responsibilities

• Manage and enhance customer surveys (NPS, CSAT, CES) across all channels.
• Conduct customer research, focus groups, interviews, and usability studies.
• Analyze survey data, operational data, and customer feedback to identify trends and pain points.
• Develop dashboards and reports for internal teams.
• Support CX design teams by providing data‑backed recommendations.

Qualifications

• Bachelor's degree in Market Research, Data Science, Psychology, or similar.
• 2‑7 years of experience (depends on educational attainment).
• Experience with VoC programs, customer analytics, or research methods.
• Ability to analyze complex datasets and present insights clearly.
• Familiarity with VoC platforms (Qualtrics, Medallia) is a plus.
• Arabic language is mandatory but not required.

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