Customer Experience Data Analyst - UAE, United Arab Emirates - flydubai

flydubai

Verified Company

UAE, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Customer Experience Data Analyst

United Arab Emirates
Closing Date: Aug 30th 2023
MAIN OBJECTIVE OF ROLE
To support the customer experience team and business stakeholders with data insights from multiple customer feedback channels. The insights should be accurate, reliable, regular and easy to understand to support business decisions and help prioritise change where improvement in the customer journey or product benefits are required.

KEY ACCOUNTABILITIES

Maintains and ensures data accuracy and integrity for all users is relevant and contributes to drive business decisions as required.

Designs and deploys dashboards that convert data into valuable customer insights that are visually engaging, easy to understand, timely and impacts decisions to change for required business goals.

Evaluates and conducts investigations where customer trends change in customer complaints, behaviour or new product initiatives and require monitoring. Creates meaningful insights for the required stakeholders to drive change, where needed.
Challenges data trends and actions additional surveys for greater indepth understanding of customer feedback for product improvements or additional feedback at stakeholders request.
Maintains and designs insights for YouGov data to understand customer feedback with multiple metrics to identify flydubai brand perception against other airlines.
Creates and maintains a suite of product slides to support the customer experience data insights for CEO bimonthly meetings to support customer perception regarding endtoend product with satisfaction metrics and net promoter scores.
Creates and manages the integration of survey creation on the inflight entertainment system and ensures data can successfully contribute to customer satisfaction.
Assists with special projects for proactive analysis on flights and segmentation of data which is not part of any of the standard dashboards or reports. The special project may also include an adhoc survey or additional YouGov segmentation or additional trigger questions as required.

Qualifications:

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Qualification_
Bachelor's Degree (or equivalent)
Degree in Statistics or Business Data Science preferred
Experience_
Preferred No. of Years (with Relevant Degree)
Systems, Licensing, Language or Certification Requirements_

- _Tableau or Power BI Certification_
- _SQL Scripts_
- _Salesforce_

CORE COMPETENCIES

Customer Focus
Team work
Effective Communication
Personal Accountability & Commitment to achieve
Resilience and Flexibility (Can do attitude)

_ISR Requirements_

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations._