Customer Experience Analyst – Retail_ Aldar Retail Management

Aldar Retail Management is looking for a Customer Experience (CX) Analyst to support the implementation of our CX strategy by analyzing customer feedback, generating actionable insights, and tracking performance across all touchpoints. This role plays a key part in delivering seamless, engaging experiences for our guests, coordinating CX initiatives, and managing customer issue tickets across the business.

Key Responsibilities:

CX Insights & Reporting

• Analyze customer feedback from surveys, social media, emails, service desks, websites, and mystery shopping.
• Prepare regular reports tracking NPS, CSAT, CES, complaint trends, and mystery shopper results , and respond to ad-hoc data requests.
• Identify trends, pain points, and opportunities using quantitative and qualitative methods.
• Develop presentations and share actionable insights with internal stakeholders to drive improvements.
• Collaborate with Customer Service teams and CX platform managers to ensure data quality and consistency.

Operational Excellence & Service Delivery

• Monitor and manage customer tickets and complaints, ensuring timely follow-up and resolution.
• Collaborate across departments and escalate issues when necessary.
• Generate monthly reports on resolution times, SLA compliance, and recurring issues.
• Conduct root-cause analyses and recommend process improvements.
• Support adoption of CX tools and processes that enhance guest convenience and accessibility.

CX Activations & Engagement Support

• Assist in planning, coordination, and execution of CX activations, events, and in-mall initiatives.
• Track participation, engagement, and feedback to measure success.
• Coordinate with vendors and internal teams to ensure seamless delivery of initiatives.

Stakeholder Engagement & Collaboration

• Work closely with Retail Marketing, Leasing, Operations, and Development teams to integrate customer insights.
• Provide timely and actionable reports to management to support decision-making and performance tracking.

Key Metrics & Results

• Customer Satisfaction: NPS, CSAT, Mystery Shopper results
• Service Quality: SOP adherence, complaint resolution times, operational audits
• Stakeholder Engagement: Retailer feedback, cross-department collaboration
• Brand Impact: CX awards, PR mentions, guest testimonials

Working Conditions

• Based at Yas Mall HQ with daily interaction across multiple mall locations.
• Occasional travel may be required between locations depending on portfolio scope.
• High-touch role requiring presence during operational hours, including weekends.

Qualifications & Experience

• Experience: 3–5 years in Customer Experience, Data Analytics, Market Research, or related fields . Retail, shopping mall, or hospitality experience preferred.
• Skills: Data analytics, qualitative & quantitative research, customer journey mapping, stakeholder influence. Familiarity with CX tools (Qualtrics, Power BI, Tableau) is a plus.
• Interpersonal Skills: Strong communication and presentation skills, collaborative mindset, highly organized, proactive, and detail-oriented.
• Education: Bachelor’s degree in Business, Marketing, Statistics, Data Analytics, or related discipline . CX certification is a plus.