CX Insight Specialist - Voice of Customer (Remote)

Chalhoub Group; Dubai; Remote; AED 246,000 - 424,000; Full time

Benefits offered by this job

Health care

Remote working policy

Flexible working policies

Employee discounts

Job summary

Chalhoub Group in Dubai seeks a Voice of Customer specialist to own the VOC programme across the brand portfolio, turning feedback into actionable insights and improvements. You will lead survey governance, monitor data quality and drive follow‑up actions with brand teams in a remote/nearshore setup.

Applicants should have 2–4 years in VOC/CX insights, be proficient with Qualtrics, and possess strong Excel and BI skills. Fluent Arabic and English are essential for GCC coverage.

Qualifications

• 2–4 years in Voice of Customer, CX insight, CRM or contact‑centre operations, ideally retail, e‑commerce or luxury.
• Hands‑on with Qualtrics (or equivalent VOC platform) and CSAT/NPS/FCR methodology.
• Strong reporting and analytical skills — Excel essential; Power BI or Tableau an advantage.
• Detail‑oriented and process‑disciplined, around data accuracy and follow‑up SLAs.
• Clear written and verbal communication for reporting and customer follow‑up.
• Fluent Arabic and English, GCC coverage and member‑facing communication.
• Self‑managing in a remote / nearshore structure.
• Bachelor's degree in business, Marketing, Information Systems or a related field, or equivalent experience.

Responsibilities

• Survey governance. Maintain the Qualtrics VOC programme — survey build, sampling, distribution and scheduling across CSAT, NPS and FCR touchpoints.
• Response health. Monitor response rates and data quality, troubleshooting drops and keeping surveys live and accurate across brands and markets.
• Close‑the‑loop. Run day‑to‑day follow‑up on detractor and at‑risk feedback, recontacting customers and logging resolution within SLA.
• Insight & reporting. Produce daily, weekly and monthly VOC reporting — CSAT/NPS/FCR trends, contact‑driver analysis and recommended actions for leadership and brand stakeholders.
• Root‑cause tagging. Categorise and tag feedback to surface systemic themes, separating one‑off issues from recurring pain points.
• Quality audits. Support quality audits across the brand portfolio, feeding findings into resolution standards.
• Continuous improvement. Translate recurring VOC themes into concrete CI recommendations and track them to closure with the relevant owners.
• Cross‑functional coordination. Work with Frontline, Backline, Digital Ops and brand teams so feedback leads to action, not just measurement.
• Governance & privacy. Handle all customer data in line with data‑privacy standards and Group policy.

Skills

Voice of Customer

CX insight

CRM

CSAT/NPS/FCR

Reporting

Arabic

English

Remote work

Education

Bachelor's degree in business, Marketing, Information Systems or related field

Tools

Excel

Power BI

Tableau

Job description

Chalhoub Group in Dubai seeks a Voice of Customer specialist to own the VOC programme across the brand portfolio, turning feedback into actionable insights and improvements. You will lead survey governance, monitor data quality and drive follow‑up actions with brand teams in a remote/nearshore setup.

Applicants should have 2–4 years in VOC/CX insights, be proficient with Qualtrics, and possess strong Excel and BI skills. Fluent Arabic and English are essential for GCC coverage.