Emirati Talent - Fresh Graduates Job Opportunities

DIB; Dubai; Presencial; AED 180.000 - 320.000; Jornada completa

Descripción de la vacante

DIB is seeking a Customer Experience Analyst to ensure timely reporting of customer queries, track issues across departments, and support governance forums with clear dashboards and decks.

The role emphasizes change management to embed CX values into frontline operations and translating data into executive-ready insights for decision makers in the UAE.

Formación

• Structured thinking and analytical mindset required.
• Strong stakeholder communication and executive summarisation skills.
• Customer-centric and governance-oriented approach.
• Experience with CRM adoption and customer insight translation.

Responsabilidades

• Report and highlight customer queries to relevant departments for on-time resolution.
• Log and update every call in the system and associated applications.
• Track journey-related issues across teams and prepare executive summaries.
• Support governance forums with status trackers and decks.
• Lead change management to embed CX values into frontline operations.
• Assist in quality assurance to ensure standards and regulations compliance.
• Prepare MIS and insights reports translating data into actionable business insights.

Conocimientos

Structured thinking

Stakeholder communication

Executive summarisation

Customer-centric

Governance

Training program development

CRM adoption

Data interpretation

Analytical thinking

Digital fluency

Descripción del empleo

• Ensure all customer queries and problems are reported and highlighted to the relevant department and get resolved within the stipulated time frame.
• Ensure every call is handled, logged into the system and updated in the relevant applications correctly.
• Track journey‑related issues, actions, and dependencies across teams.
• Support governance forums with status updates, trackers, and decks.
• Lead change management initiatives to embed CX values into frontline behaviors, performance goals, and BAU operations.
• Learn and understand the end‑to‑end complaints resolution process.
• Assist in quality assurance activities to ensure compliance with standards and regulations.
• Support the preparation of insight reports, presentations, and executive‑ready summaries that translate data into clear and actionable business insights.
• Assist in exploring large volumes of customer feedback using digital and AI‑supported tools.
• Strong comfort with numbers, structured data, and pattern recognition. Should be able to look at a dataset and ask the right questions - not just process it.
• Prepare an accurate and thorough MIS for the management that includes emails‑based client enquiries.
• Coordinate between Contact Center and other concern department.
• Ensure implementation and follow up of internal process.
• Confirm the customer activities either by calling or observing the genuine calls or by sending digital confirmation.
• Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures.
• Timely and robust checks of the daily financial reports.
• controls and identify improvements in controls to safeguard the Group from possible financial and/or reputation losses.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line manager.

Professional Skills:

• Structured thinking
• Stakeholder communication
• Executive summarisation
• Customer‑centric and governance‑oriented
• Training program development and facilitation
• CRM adoption and customer insight utilization
• Customer advocacy program management
• Structured and analytical thinking
• Clear communication and ability to explain insights in a simple and structured manner
• Discipline and attention to detail in handling and interpreting data
• Digital fluency - Comfortable with tools, learns new platforms quickly.