Job Description

Description

VOC Analyst - Medallia Certified| UAE

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: 150761

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role:

The Voice of Customer Analyst would support Al-Futtaim VoC strategy by conducting quantitative research, analysing customer data, and presenting key customer insights. This role will support and manage the Voice of Customer program and associated Net Promoter Score (NPS) - the most important business KPIs. This includes the customer research process including extraction, cleaning, and maintaining customer contact databases, questionnaire design, and administration of in-house survey and analytical tools. This role will work closely with VoC Manager, collaborate with Product, IT, Marketing, and other cross-functional teams across the company to gain an in-depth understanding of AFG strategy and services.

What you will do:-

Description of Accountability:

Promoting NPS engagement across the business; presenting findings at key business forums periodically

Create and present high-quality VoC insight reports with thought-provoking analysis and impactful insights, opinions, and actionable recommendations.

Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all Worldpay sites.

Create innovative ideas to use the VoC technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool.

Collaborating with Brands, CX Platform support teams, IT team & other cross-functional teams to enhance customer services

Tracking customer experiences across online and store channels, devices, and touchpoints

Proactively work with stakeholders to understand their strategies & research needs

Work with line manager to manage the executional requirements end to end for delivery roll outs, review on business cases on new roll outs across Al-Futtaim Retail

Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.

Required Skills to be successful:

4+ Years of Experience working with Medallia CXM platform

6+ Years of experience in Customer Experience, Market Research, Or a related field

Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving

Strong Project Management & Presentation skills

Advanced knowledge of Microsoft Excel and PowerPoint

Statistical or modelling skills and understanding of related databases, CRMs.

Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders

Excellent knowledge of Customer Experience principles, CX metrics, CX related analysis

Good analytical skills, creative problem solver, excellent communicator

Flexible and able to adjust to changing priorities or requirements in a fast-paced environment

Ability to change approach and/ or methods to best fit the situation/audience

Great organizational and time management abilities

What equips you for the role:

Medallia Certified Professional - MCPP, Product Certification

Data Visualization

Bachelor Degree (Masters Preferred)

4+ years' experience with Medallia CXM platform

6+ Years of experience in Customer Experience, Market Research

Excellent Microsoft excel skills

Proven ability to achieve goals.

Thinking and Analytical Skills.

Business Acumen

Good communication

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer's in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference...