Customer Insights Specialist

Black Pearl Consult; Ajman; On-site; AED 167,400 - 279,000; Full time

Job summary

A leading consulting firm in the UAE is seeking a Customer Insights Specialist to lead customer research surveys and analyze feedback. The successful candidate will manage customer surveys and conduct research to derive insights that enhance services and customer journeys. Experience in customer analytics and the ability to analyze complex datasets are essential for this role. Fluency in Arabic is a requirement but not mandatory. This position offers the chance to significantly impact customer experiences.

Qualifications

• 2-7 years of experience in customer analytics or research.
• Ability to analyze complex datasets and present insights clearly.
• Familiarity with VoC programs is a plus.

Responsibilities

• Manage and enhance customer surveys across all channels.
• Conduct customer research focus groups and usability studies.
• Analyze survey data and customer feedback for trends.

Skills

Customer research

Data analysis

Communication

Survey management

Education

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

Tools

Qualtrics

Medallia

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

• Bachelors 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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