CX Insight Lead: VOC & Feedback Analytics (Remote)

Chalhoub Group (on behalf of Zimmermann); Dubai; Hybrid; AED 90,000 - 130,000; Full time

Benefits offered by this job

Health care

Child education contribution

Remote and flexible working policies

Exclusive employee discounts

Job summary

Chalhoub Group (on behalf of Zimmermann) seeks a VOC Lead to run the day-to-day Voice of Customer programme and manage Qualtrics surveys. You will monitor response rates, ensure data quality, and surface themes for continuous improvement.

You will produce regular CSAT, NPS, and FCR reports, classify feedback, and collaborate with Frontline, Backline, Digital Ops, and brand teams to drive customer-centric changes while upholding data-privacy standards.

Qualifications

• 2–4 years in Voice of Customer, CX insight, CRM, or contact-centre operations
• Bachelor's degree in business, Marketing, Information Systems, or a related field

Responsibilities

• Run the day-to-day VOC programme and maintain the Qualtrics VOC programme
• Monitor response rates and data quality and translate themes into improvement actions
• Produce daily, weekly, and monthly VOC reporting on CSAT, NPS, and FCR trends
• Categorise and tag feedback to surface systemic themes and support quality audits
• Coordinate with Frontline, Backline, Digital Ops, and brand teams
• Handle customer data in line with data-privacy standards

Skills

Voice of Customer

CX insights

CRM

Contact-centre operations

Education

Bachelor's degree in business/Marketing/Information Systems

Tools

Qualtrics

Excel

Power BI

Tableau

Job description

Chalhoub Group (on behalf of Zimmermann) seeks a VOC Lead to run the day-to-day Voice of Customer programme and manage Qualtrics surveys. You will monitor response rates, ensure data quality, and surface themes for continuous improvement.

You will produce regular CSAT, NPS, and FCR reports, classify feedback, and collaborate with Frontline, Backline, Digital Ops, and brand teams to drive customer-centric changes while upholding data-privacy standards.