Service Review Insights Lead

DISCOVERED; Dubai; On-site; AED 280,000 - 560,000; Full time

Job summary

DISCOVERED is seeking a Services Review Insights Lead in Dubai to own top-tier review decks and board packs for senior decision makers. You will combine data visualization, performance analysis, and narrative building to keep executives informed.

You bring a background in call centre environments with strong voice metrics expertise and a track record of presenting complex data to C-suite leaders, driving strategic actions across units.

Qualifications

• Proven experience in call centre operations with voice metrics expertise.
• Expertise in turning data into executive-ready narratives for C-suite.
• Strong data visualization and KPI automation background.
• Ability to lead cross-functional teams and manage multiple reporting schedules.

Responsibilities

• Lead 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.

Skills

Call center ops

Voice metrics

Data storytelling

Executive communications

Data visualization

KPI automation

Performance reporting

Cross-functional leadership

Strategic thinking

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.