Manager - CX Analytics

Tawuniya; Riyadh; On-site; SAR 300,000 - 540,000; Full time

Job summary

Tawuniya is seeking a Manager of Customer Experience Analytics to drive enterprise CX analytics, insights, and performance governance. You will transform customer data into clear recommendations to inform business decisions, shape product design, and improve loyalty across all lines of business.

The ideal candidate has 5+ years in data analytics, 2+ years in team management, and strong skills in Python, SQL, Excel and Power BI.

Qualifications

• Bachelor’s in IT or related field; data science certification preferred.
• 5+ years in data analytics and performance management.
• 2+ years leading teams of analysts.
• Experience with Python, SQL, Power BI; AI analytics exposure.

Responsibilities

• Lead CX analytics and insights to inform strategy and KPIs.
• Develop and maintain CX Insight Model and guidelines.
• Produce dashboards and reports for senior leadership.
• Collaborate with Tech/Data teams to improve analytics infra.
• Mentor and grow CX analytics talent; manage performance.
• Translate insights into actionable business recommendations.

Skills

Data storytelling

Statistical analysis

Leadership & people management

Business judgment

Communication to executives

Analytical thinking

Root-cause analysis

Education

Bachelor's in information technology or related field

Data science / ML certification preferred

Tools

Python

SQL

Advanced Excel

Power BI

Job description

The Manager of Customer Experience (CX) Analytics supports the enterprise-wide strategy for CX Analytics and Insights, analytics, and performance governance. This role is responsible for transforming customer data into clear insights and recommendations that inform business decisions, understand customer behaviors, enhance customer loyalty, and accelerates organizational performance across all Lines of Business (LOBs).

The position combines technical expertise in advanced data analytics, performance management, behavioral understanding, and communication to ensure that customer experience is measured, monitored, and improved as a strategic business outcome.

Key Accountabilities & Key Activities:

Budgeting & Planning

• Support the CX Insight Director development and execution of the department plans, objectives, and initiatives in line with the Tawuniya’s strategic objectives and set KPIs.
• Perform the function’s operations and activities within budget and identify strategies that result in positive customer experience and financial impact.

CX Analytics & Insights

• Co-develop, implement, and maintain the CX Insight Model and related guidelines, aligning customer‑experience metrics with operational and financial performance.
• Work with stakeholders to ensure CX Analytics and Insights directly inform strategic planning, product design, and operational priorities.

Data Analytics

• Perform advanced analytics across multiple datasets to extract actionable insights.
• Apply predictive analysis by synthesizing Voice of Customer (VoC), operational, and financial data to identify trends and forecast customer behavior.
• Use AI-assisted techniques to analyze customer comments, transcripts, and feedback.
• Conduct statistical and trend analyses to identify key drivers of customer outcomes.
• Create visualizations, reports, and presentations to communicate CX Analytics and Insights to stakeholders at all levels.
• Automate recurring analyses and reporting workflows using analytical and AI tools.
• Partner with Technology and Data Engineering teams to improve analytical infrastructure, data access, and automation with AI-enabled solutions.
• Support CX teams and Outer Loop huddles with deep-dive analytics to validate issues and recommend data-driven improvements.

Performance management

• Combine CX data with operational and financial metrics to measure CX impact on business value and growth.
• Communicate insights and recommendations via regular and ad‑hoc reports and dashboards to ensure visibility and accountability.
• Work with CX teams to define, monitor, and interpret performance indicators.
• Participate in cross-functional reviews to identify underperforming areas, root causes, and action plans, linking insights to operational and financial improvements.
• Promote a customer‑centric culture through transparent communication of CX Analytics and Insights and continuous improvement.

People Management

• Support the selection and hiring of new talent and their integration in the workplace.
• Support setting direct reports’ objectives, clarifying expectations, reviewing performance periodically, providing regular feedback, coaching, and confronting unsatisfactory behavior or performance
• Identify direct report’s development requirements, and the evaluation of learning interventions’ effectiveness on performance
• Manage team members’ working plans e.g., leaves, working hours and etc.
• Promote a continuous learning, efficient, and productive working environment.

Education

• Bachelor’s in information technology or related fields.
• Certification in data science, machine learning, and quality improvement are preferred.

Knowledge and Experience

• Minimum of 5 years working in data analytic and performance management.
• 2+ years’ experience in managing high performing teams of analysts.
• Experience working with analytic tools including Python, SQL, Advanced Excel, Power BI.
• Experience in the application of AI analytics and modelling.
• Solid understanding and application of various regression models (linear, random forest, etc)
• Expertise in building and communicating performance dashboards.
• Experience with generating insights and presenting reports to leadership teams
• Expertise in data storytelling, translating analytical findings into clear business narratives and recommendations is preferred.
• Experience with customer experience, journey mapping, design thinking, or survey data analysis is preferred.

Other skills

• Organized
• Multitasking
• Understanding of statistical analysis and experimental methods.
• Strong analytical thinking and business judgement.
• Exceptional intellectual curiosity and work ethic.
• Excellent communication and storytelling skills.
• Team player
• Exceptional verbal and written communications skills, especially with senior executives
• Able to work creatively and collaboratively in all situations and with key business partners
• Exceptional level of root-cause analysis skills, analytic and critical thinking skills