Job Description

About Us:

Binghatti Holding is a leading real estate and investment group based in Dubai, known for bold architecture, forward-thinking leadership, and innovation across multiple sectors. As part of our Center of Excellence, we are committed to elevating customer experience and service quality through data-driven insights and continuous improvement.

Role Summary:

We are seeking a proactive and analytical

CX & Service Quality Analyst

to monitor, analyze, and enhance customer satisfaction across key touchpoints. This role will work closely with internal teams to align service performance with customer expectations and strategic goals.

Key Responsibilities:

Track and report

Customer Satisfaction (C-SAT)

and

Net Promoter Score (NPS)

across key customer journeys. Investigate detractor feedback to identify

root causes

and drive corrective actions. Collaborate with stakeholders to align service quality metrics with

SOPs

and

SLAs

. Analyze service performance data, identify gaps, and provide

actionable insights

and recommendations. Design and maintain dashboards and feedback loops to

monitor KPIs

across functions. Coordinate with

Training

,

CRM

, and

CoE

teams to improve service consistency and customer satisfaction. Conduct

benchmarking and trend analysis

to support continuous improvement initiatives.

Requirements:

Bachelor's degree in

Business Analytics

,

Marketing

,

Statistics

, or a related field.

2-4 years

of experience in

customer experience

,

performance analysis

, or

quality assurance

. Strong analytical skills with proficiency in tools such as

Excel

,

Power BI

, or

Tableau

. Knowledge of

C-SAT

,

NPS methodologies

, and

root cause analysis frameworks

. Experience working with

SOP/KPI governance models

is a plus. Excellent communication and presentation skills to convey findings and influence change.
Job Type: Full-time

Application Question(s):

* What are your salary expectations?