Executive Insights Lead, Service & Voice Analytics

Client of Discovered MENA; Dubai; On-site; AED 480,000 - 720,000; Full time

Job summary

Client of Discovered MENA in Dubai is seeking a Service Review Insights Lead to drive top-level reporting. You will own delivery of review decks and board packs for executives, combining data visualization with performance analysis.

You will work with leadership, strategy and finance to align insights with business goals, drawing on call centre experience and voice metrics to tell clear, actionable stories.

Qualifications

• Proven experience in call centre operations with expertise in voice metrics.
• Exceptional data storytelling, with history of executive packs.
• Experience presenting complex data to C-suite decision makers.
• Strong data visualization, KPI automation, and reporting frameworks.
• Ability to manage cross-functional team members and multiple schedules.
• Strong business acumen and attention to visual presentation.

Responsibilities

• Lead the creation of high impact business review packs and board presentations for senior executives.
• Translate raw operational metrics into compelling stories that drive strategic action.
• Spot trends, anomalies, and efficiency gains in voice and call centre operations.
• Standardize visual reporting models across all business units for consistency.
• Guide a team of data and insight professionals to elevate reporting standards.
• Work with leadership, strategy and finance to align reporting with business goals.

Skills

Call center ops

Voice metrics

Data storytelling

Executive packs

Data visualization

KPI automation

Performance reporting

Cross-functional leadership

Job description

Client of Discovered MENA in Dubai is seeking a Service Review Insights Lead to drive top-level reporting. You will own delivery of review decks and board packs for executives, combining data visualization with performance analysis.

You will work with leadership, strategy and finance to align insights with business goals, drawing on call centre experience and voice metrics to tell clear, actionable stories.