Service Review Insights Lead

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

Discover the Opportunity

We are hiring a Service Review Insights Lead to join a fast growing data analytics division in Dubai. Our client is a major organization focused on driving operational excellence and high level decision making across its business units. You will direct a multidisciplinary team to transform operational data into clear strategic direction.

Discover the Role

As the Service Review Insights Lead you will own the delivery of top tier review decks and board packs for executive decision makers. You will combine data visualization, operational performance analysis, and narrative building to keep senior leaders informed. You must bring a background in call centre environments, displaying a deep understanding of voice metrics and operational performance.

Discover the 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.
• Proactively spot trends, anomalies, and operational efficiency gains within voice and call centre operations.
• Standardize visual reporting models across all business units to ensure total consistency.
• Guide a dedicated team of data and insight professionals to elevate company wide reporting standards.
• Work directly alongside leadership, strategy and finance teams to align reporting with core business goals.

Discover the Requirements

• Proven experience within call centre operations, with strong subject matter expertise in voice environment metrics.
• Exceptional data storytelling abilities, with a history of preparing top level executive packs.
• Demonstrated experience presenting complex data structures directly to C suite decision makers.
• Strong background in data visualization, KPI automation, and performance reporting frameworks.
• Ability to manage cross-functional team members while managing multiple reporting schedules simultaneously.
• Strong business acumen with an eye for detail and visual presentation excellence.