Lead, Customer Insights & Data Storytelling

TAQA Distribution; Abu Dhabi; On-site; AED 420,000 - 660,000; Full time

Job summary

TAQA Distribution is seeking a Lead of Customer Insights to own the VoC dashboard infrastructure and analytics, leveraging Microsoft Dynamics CRM data. You will produce data-driven narratives for executive leadership and cross-functional teams.

The role focuses on dashboard management, KPI tracking, and storytelling to realize business value from CX initiatives, with close collaboration across departments and government reporting support.

Responsibilities

• Dashboard management: Oversee and optimize the Power BI VoC dashboard and integrate sentiment data across channels.
• Data analytics & KPI tracking: Monitor CSAT, CES, and related metrics; identify root causes of negative sentiment.
• Value realization & storytelling: Translate data into insights, develop executive summaries and value reports.
• Stakeholder enablement: Provide tailored data insights to business lines to drive improvements.
• Government reporting support: Lead data extraction and reporting for Customer Delight and Mystery Shopper evaluations.

Job description

TAQA Distribution is seeking a Lead of Customer Insights to own the VoC dashboard infrastructure and analytics, leveraging Microsoft Dynamics CRM data. You will produce data-driven narratives for executive leadership and cross-functional teams.

The role focuses on dashboard management, KPI tracking, and storytelling to realize business value from CX initiatives, with close collaboration across departments and government reporting support.