Job Title: Culture & Employee Experience Specialist

Department: Corporate Communications and CX

Reporting to: Head – Retail Customer Journey Mapping & Management

Main Role (Overall Accountability)

The Employee Experience Analyst plays a pivotal role in aligning internal employee journeys with the external customer experience strategy. This role ensures that improvements in CX are communicated, adapted, and reflected in the internal employee experience. By identifying internal service pain points, analyzing employee feedback, and collaborating with departments such as HR, internal culture, and CX teams, the analyst supports a culture where employees are empowered and engaged to deliver better customer experiences.

Principal Accountabilities (Day to Day responsibilities)

• Act as the bridge between customer experience initiatives and internal employee experience.
• Map internal employee journeys and identify friction points related to CX processes.
• Ensure CX improvements and changes are communicated effectively to relevant internal teams.
• Gather and analyze feedback from frontlines and support staff regarding internal processes, tools, and communication.
• Recommend enhancements to improve the day-to-day work experience of employees, especially those impacting service deliveries.
• Collaborate with HR, and other teams to embed CX-aligned practices across the employee lifecycle.
• Monitor internal experience KPIs (e.g., eNPS, internal service ratings) and report findings.
• Track and follow up on internal pain point resolutions and employee feedback loops.
• Conduct periodic awareness and engagement sessions to align teams with ongoing CX initiatives.
• Ensure timely submission of reports and internal communication plans.

Personal Specifications

• Omani National
• Bachelor’s degree holder.
• 5+ years’ work experience, preferably in Employee Engagement, CX, HR, or internal communications.
• High emotional intelligence and interpersonal skills.
• Excellent communication and stakeholder engagement abilities.
• Analytical thinker with experience in surveys, feedback tools, or service design.
• Strong organizational skills with the ability to manage multiple internal requests.
• Strong stakeholder collaboration and change management skills
• Aligned with Business Etiquette and internal service