CX Insights & Strategy Analyst

About Jeeny:

Jeeny is a mobile application that eases daily commuting and transportation. By connecting you with your preferred mode of transportation, we are fulfilling our aim of making mobility accessible, affordable, and flexible for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Jeeny was established in 2014 as Easy Taxi. However, in 2016, it was revamped as Jeeny to cater to other services. Currently, we are operational in Saudi Arabia and Jordan.

We have offices in Riyadh, Jeddah, Madinah, Dammam, Khobar, Amman, Lahore, and Karachi.

Job Brief

The CX Insights & Strategy Analyst supports the Customer Experience and Customer Support teams by turning customer and service data into clear insights that help improve customer journeys, service quality, and operational performance. This role is ideal for someone who is interested in customer behavior, analytics, and understanding how data influences strategy and decision-making.

The analyst will work closely with Customer Support, Operations, and Product teams to prepare reports, track key CX/CS metrics, identify trends and recurring issues, and highlight opportunities for improvement. Over time, the role will grow from reporting and analysis into contributing strategic recommendations that improve customer satisfaction and efficiency.

This role offers strong exposure to CX strategy, analytics, and cross-functional collaboration in a fast-paced, tech-driven environment.

Duties and Responsibilities :

• Own customer support and experience problems end-to-end: from defining the problem, analyzing data, recommending actions, and tracking post-implementation impact
• Translate ambiguous or messy business questions into structured, analytical problem statements
• Build and maintain complex analysis using SQL and Excel/Google Sheets
• Measure ROI and impact of CX initiatives including product changes, operational improvements, and policy updates
• Identify opportunities to improve efficiency, reduce cost, and enhance customer experience quality
• Partner closely with cross-functional teams including CS, Product, Growth, BI, and Tech to align insights with business goals
• Turn data and insights into clear, actionable recommendations—not just dashboards or numbers
• Proactively trends, risks, and improvement opportunities across the customer journey
  
  

Requirements

• At least 1 - 2 years of experience in operations/analytics or any similar field
• Bachelor's or Master's degree in Analytics, Business or a related field
• Intermediate or advanced SQL and excel/google sheets skills
• Strong problem-solving and analytical mindset
• Solid business acumen with an understanding of how impact, ROI, and trade-offs drive decision-making
• Ability to think in terms of outcomes, not just metrics
• Strong stakeholder management skills:
• Asks the right questions to clarify business needs
• Communicates insights clearly and simply to non-technical audiences
• Pushes back respectfully using data and logic
• Structured, logical, and hypothesis-driven thinking
• Curious, proactive, and ownership-oriented attitude
  
  

Benefits

What we offer:

• Market Competitive Salary 💰 Hit the ground running with a salary that reflects your worth in today's market
• Learn & Grow 📚 Level up with real-world projects, cross-functional job rotations, hands-on mentorship, and expert-led sessions tailored to your growth
• International Exposure 🌍 Collaborate across borders with teams in KSA, Jordan, Pakistan, and UAE—experience a global career from day one
• Health Insurance 🏥 Full health coverage so you can focus on your goals with peace of mind
• OPD Coverage 🏥 Outpatient visits? We've got that covered for you
• End of Service Benefit 💼 Loyalty pays off, long-term service comes with financial rewards
• Dollar Adjustment Allowance 💲 With our dollar adjustment allowance, you can stay ahead of inflation. You're protected against currency fluctuations, so your compensation stays consistent and fair
• Internet Allowance 🌐 Work, stream, and stay in the loop with monthly internet support, whether you're learning, working, or just vibing
• Fuel Allowance ⛽ Fuel your daily grind with a monthly fuel allowance
• Learning & Development Allowance 🎓 Get a yearly budget for certifications, courses, or training—because investing in you is a no-brainer
  
  

Company Culture

Jeeny is an equal opportunity employer. We are committed to providing a workplace where all aspects of employment are solely based on merit. We value diversity and absolutely do not discriminate in any form based on race, color, ethnicity, nationality, religion, gender, age, or mental or physical disability.