CX Insights & Experience Analyst

Commercial Bank International; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Commercial Bank International seeks a Customer Experience Analyst to support the department by conducting customer satisfaction surveys, analyzing feedback, and preparing reports and dashboards to improve the customer journey.

You will coordinate CX initiatives, assist with RCA on feedback and complaints, and collaborate with Marketing to run awareness campaigns with a focus on accuracy and timeliness.

Qualifications

• Bachelor’s degree in business administration, marketing, or a related field.
• Knowledge of customer satisfaction measurement, reporting, and data analysis.
• Experience with customer feedback, survey, or complaint management systems.

Responsibilities

• Conduct customer satisfaction surveys (VOC) and record feedback.
• Prepare quarterly VOC dashboards and customer experience reports.
• Perform root cause analysis on feedback, survey results, and complaint trends.
• Prepare and submit monthly Central Bank customer complaints report.
• Coordinate CX-related marketing activities with the Marketing Department.

Skills

Communication

Analytical thinking

Attention to detail

Organizational skills

Time management

Report preparation

Teamwork

Education

Bachelor’s degree in business administration, Marketing, or a related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Commercial Bank International seeks a Customer Experience Analyst to support the department by conducting customer satisfaction surveys, analyzing feedback, and preparing reports and dashboards to improve the customer journey.

You will coordinate CX initiatives, assist with RCA on feedback and complaints, and collaborate with Marketing to run awareness campaigns with a focus on accuracy and timeliness.