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, to ensure success in day-to-day work of providing support to AFG Retail brands. Prepare, analyse, and summarize various weekly, monthly, and periodic functional results for use by various key stakeholders, creating reports, specifications, instructions, and flowcharts. 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

• Collaborating with Brands, CX Platform support teams, IT team & other cross-functional teams to enhance customer services
• Present key findings by analyzing data and report to line manager
• Analyse and understand correlations between NPS and other business KPI’s
• Tracking customer experiences across online and offline 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
• Provide training and feedback to business stakeholders when required
• Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
• In tune with industry VOC analytic trending and new approaches to skill.
• Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience.
• Liaise with brands/markets to develop improvement plans keeping in mind customer feedback, operational metrics
• Coordinate with internal departments to collect data, develop and implement solutions
• Observe and monitor implemented solutions.
• Deliver accurate and thorough analysis by deadline.
• Perform ad-hoc reporting and analysis as assigned.

Required skills to be successful

• Good Data Visualization
• Advanced Microsoft Excel & PowerPoint
• Project Management skills
• Good Coordination skills
• Good Communication skills
• Great organizational and time management abilities

What equips you for the role

• 3+ Years of experience in Customer Experience, Market Research, Project Management, or a related field
• 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
• Knowledge of CX platforms will be a plus

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…