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associate business analyst

customer experience analyst

e& Egypt

<div>
 
 
 Job Purpose:
 
 
 
 Responsible for analyzing end-to-end customer journeys, identifying service gaps, and driving improvement initiatives across products, operations, and digital platforms. The role focuses on Voice of Customer (VOC) insights, process enhancement, journey mapping, and CX governance to improve satisfaction, reduce effort, and increase loyalty.
 
 
 
 
 
 
 
 
 Job Description:
 
 
 
 Customer Journey Mapping &amp; Experience Design:
 
 <ul>
 <li>
 Map and continuously update end-to-end customer journeys (onboarding, payments, support, returns, complaints, etc.).
 </li>
 <li>
 Identify CX gaps, friction points, and bottlenecks across digital and physical channels.
 </li>
 <li>
 Collaborate with UX/UI, Product, Operations, and IT teams to improve experience touchpoints.
 </li>
 </ul>
 
 
 
 
 VOC (Voice of Customer) Insights &amp; Analytics:
 
 <ul>
 <li>
 Collect and analyze customer feedback from NPS, CSAT, CES, App reviews, Social, and Complaints.
 </li>
 <li>
 Drive root cause analysis for recurring issues&mdash;classify by failure category (Process, System, Policy, People, Partner).
 </li>
 <li>
 Present monthly VOC insights, complaint heatmaps, and opportunity dashboards to management.
 </li>
 <li>
 Experience improvement &amp; CX Projects
 </li>
 <li>
 Design and execute CX improvement initiatives (compensation matrix, automation, zero-touch journeys).
 </li>
 <li>
 Collaborate with internal stakeholders to redesign policies, SLAs, and escalation flows.
 </li>
 <li>
 Track impact of CX initiatives on customer satisfaction, churn, retention, complaints, and digital adoption.
 </li>
 </ul>
 
 
 
 
 CX Governance &amp; Standards:
 
 <ul>
 <li>
 Ensure policies and SOPs reflect customer-centric principles.
 </li>
 <li>
 Develop CX playbooks, service standards, and communication tone guidelines.
 </li>
 <li>
 Support implementation of CX frameworks: Net Promoter System, Service Blueprinting, Design Thinking.
 </li>
 </ul>
 
 
 
 
 Reporting &amp; Business Impact:
 
 <ul>
 <li>
 Prepare CX insights reports and dashboard summaries for Product, Operations, and CEO-level reviews.
 </li>
 <li>
 Translate CX metrics into business impact (revenue recovery, churn prevention, retention, complaint cost).
 </li>
 <li>
 Support CX benchmarking against competitors and best-in-class apps.
 </li>
 </ul>
 
 
 
 
 Key KPIs:
 
 <ul>
 <li>
 Reduction in Contact Rate / Failure Points
 </li>
 <li>
 Improvement in NPS / CSAT / CES
 </li>
 <li>
 Complaint Resolution Time Reduction
 </li>
 <li>
 Digital Adoption &amp; Journey Completion Rate
 </li>
 <li>
 CX ROI / Revenue Protection / Churn Reduction
 </li>
 </ul>
 
 
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 2&ndash;5 years of experience in Customer Experience, Service Design, Quality Assurance, Product Operations, or Process Improvement
 </li>
 <li>
 Bachelor's degree in business, marketing, service design, industrial engineering, or any related field
 </li>
 <li>
 Knowledge in [CX &amp; analytics NPS, CSAT, root cause analysis, journey mapping, service blueprinting tools excel, power BI, CRM analytics, dashboard tools Business Understanding product lifecycle, user behavior, digital conversion, SLAs]
 </li>
 <li>
 Experience in fintech, eCommerce, logistics, or tech-driven services is a plus.
 </li>
 <li>
 Strong presentation &amp; reporting skills
 </li>
 <li>
 Excellent English &amp; Arabic
 </li>
 </ul>
 
 
</div>

Customer Experience Analyst

<div>
 
 
 Job Overview
 
 
 
 
 
 
 The role of a WFM Analyst is to support the workforce management function within an organization by
 
 
 analyzing data, forecasting workload, and optimizing resource allocation through to support the
 
 
 achievement of KPI and organizational objectives.
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
 
 Data Analysis, Forecasting and Financial Analysis:
 
 <ul>
 <li>
 Tracking and analyzing historical data, trends, and patterns to forecast workload
 </li>
 </ul>
 
 
 
 
 Staffing and Scheduling:
 
 <ul>
 <li>
 Develop employee schedules based on forecasted workloads, service level targets, and
 </li>
 </ul>
 
 productivity requirements.
 
 <ul>
 <li>
 Consider factors such as call volumes, customer demand patterns, staffing constraints, and
 </li>
 </ul>
 
 employee availability to create efficient and effective schedules.
 
 
 
 
 
 Workforce Optimization:
 
 <ul>
 <li>
 Optimize workforce utilization by balancing staffing levels and skill sets to match workload
 </li>
 </ul>
 
 fluctuations
 
 <ul>
 <li>
 Minimize overstaffing or understaffing situations, ensuring adequate coverage while controlling
 </li>
 </ul>
 
 costs
 
 
 
 
 
 System Management and Maintenance:
 
 <ul>
 <li>
 Managing and maintaining workforce management systems and software tools.
 </li>
 <li>
 Updating employee records, configuring scheduling parameters, troubleshooting system issues,
 </li>
 </ul>
 
 and collaborating with IT teams for system enhancements.
 
 
 
 
 
 Analytical Support and Projects:
 
 <ul>
 <li>
 Assisting in conducting ad hoc analysis, special projects, and initiatives related to workforce
 </li>
 </ul>
 
 management.
 
 <ul>
 <li>
 Conducting research, providing insights, and participating in cross-functional teams to support
 </li>
 </ul>
 
 organizational objectives
 
 
 
 
 
 Communication and Collaboration:
 
 <ul>
 <li>
 Collaborating with various stakeholders to gather information, align objectives, and ensure
 </li>
 </ul>
 
 effective coordination in workforce management efforts.
 
 <ul>
 <li>
 Providing support and guidance to Operations Supervisors and employees regarding scheduling-
 </li>
 </ul>
 
 related matters
 
 
 
 
 
 Training and Knowledge Sharing:
 
 <ul>
 <li>
 Attend recurrent training published by the Client/Company on a regular basis.
 </li>
 <li>
 Sharing knowledge and providing support to enhance understanding and compliance with
 </li>
 </ul>
 
 workforce management policies and procedures
 
 
 
 
 
 Compliance and Policy Adherence:
 
 <ul>
 <li>
 Ensuring adherence to labor laws, regulations, and company policies internal and external
 </li>
 </ul>
 
 Standards.
 
 
 
 
 
 
 
 
 
 Required Qualifications
 
 
 
 
 
 
 Education and Specific Training
 
 
 
 
 <ul>
 <li>
 College Degree in Business Administration or another relevant field is preferred
 </li>
 <li>
 English B2 or C1
 </li>
 </ul>
 
 
 
 
 
 
 
 Work Experience
 
 
 
 
 <ul>
 <li>
 Previous call center or related experience is desirable
 </li>
 </ul>
 
 
 
 
 Soft Skills &amp; Other Requirements
 
 
 
 
 
 Technology
 
 <ul>
 <li>
 Usage of OS MS Windows / MS Office
 </li>
 <li>
 Ability to use the desktop computer system
 </li>
 <li>
 Ability to use Internet applications
 </li>
 <li>
 Knowledge of SQL (Structured Query Language), BI tools or Workforce Management software is a plus.
 </li>
 <li>
 Experience managing in Customer Experience Management operations (preference).
 </li>
 </ul>
 
 
 
 
 Soft Skills
 
 <ul>
 <li>
 Excellent written and verbal communication:
 </li>
 <li>
 Ability to communicate correctly and clearly Comprehension
 </li>
 <li>
 Ability to clearly understand a problem statement Good Problem Solving
 </li>
 <li>
 Strong Math skills
 </li>
 <li>
 Strong troubleshooting
 </li>
 <li>
 Leadership ability to approach problems logically
 </li>
 <li>
 Analytical
 </li>
 <li>
 Ability in Self-assessment
 </li>
 <li>
 Real-Time Management Reporting
 </li>
 <li>
 Knowledge of KPI&rsquo;s
 </li>
 </ul>
 
 
</div>

WFM Analyst (Customer Service)

Emirates NBD

<div>
 
 
 Job Duties &amp; Responsibilities:
 
 
 <ul>
 <li>
 Analyze customer data to identify opportunities for improvements in business processes that lead to an increased number of complaints/ inquiries.
 </li>
 <li>
 Serves as an operational resource in the analysis of events through expedited problem identification, recommendations and resolutions.
 </li>
 <li>
 Maintains collaborative relationships across the organization based on trust, expertise, and reliability to obtain information and content from leaders and front-line staff, fostering successful root cause completion.
 </li>
 <li>
 Facilitates process mapping sessions and focus groups to gain understanding of business processes and underlying problem areas.
 </li>
 <li>
 Uses clear and understandable communication to report on findings, and recommendations.
 </li>
 <li>
 Suggests amendments to current practices in an effort to build greater consistency across customer touchpoints.
 </li>
 <li>
 Assist in the delivery of proactive service by coaching the call center agents.
 </li>
 <li>
 Manage some initiatives identified as part of segment/product customer journeys.
 </li>
 <li>
 Ensure regular updates are shared with the management team.
 </li>
 <li>
 Work with cross-functional teams to implement the improvements identified within the stipulated time.
 </li>
 <li>
 Ensure that the complaints team is up to date in terms of required training and knowledge.
 </li>
 <li>
 5-7 years of banking experience, with strong focus on customer relationship management and complaints handling.
 </li>
 </ul>
 
 
</div>

Complaints Manager

SSC HR Solutions

<div>
 
 We are looking for a motivated Junior Operations Analyst to support the assessment and improvement of our clients' operational processes. This role involves supporting senior team members in analyzing customer operations, identifying areas for efficiency and quality enhancement, and contributing to the delivery of data-driven recommendations. You will work closely with senior consultants and client teams to gather information, perform structured analyses, and prepare clear presentations and reports.
 
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Assist in conducting operational assessments across customer service, back-office workflows, and support processes
 </li>
 <li>
 Collect, validate, and analyze data from multiple sources (e.g., performance metrics, process documentation, interviews)
 </li>
 <li>
 Support the preparation of reports, dashboards, and presentations for internal stakeholders and clients
 </li>
 <li>
 Participate in meetings, workshops, and interviews with customer operation teams
 </li>
 <li>
 Help track ongoing performance metrics and follow up on implemented actions.
 </li>
 <li>
 Work collaboratively with project managers and senior analysts to ensure timely delivery of project tasks
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Qualifications &amp; Skills :
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Economics, Engineering, Data Analytics, or a related field (preferred)
 </li>
 <li>
 Strong analytical and problem-solving skills, with attention to detail
 </li>
 <li>
 Ability to work with data (Excel/Google Sheets required; familiarity with Power BI/Tableau is a plus)
 </li>
 <li>
 Excellent communication and presentation skills in English and Arabic.
 </li>
 <li>
 Previous internship or 1-2 years' experience in operations, consulting, customer service analysis, or process improvement is a plus (but fresh graduates with strong analytical aptitude will be considered)
 
 
 </li>
 </ul>
 
 Duration: 4 weeks total (1/2 weeks remote, 3/2 weeks onsite in Cairo)
 
 
 
 
 Junior Operations Analyst (qualitative research / process analysis background)
 
 
 Nationality:
 
 
 
 
 Native Egyptian
 
 
 Languages:
 
 
 
 
 Native Egyptian Speaker + second languages French &amp; English is a must.
 
</div>

Junior Operations Analyst

Canonical

<div>
 Be the voice of Canonical
 
 
 We're on the lookout for an energetic and creative Senior Communications Manager with experience in analyst relations (AR) to join our communications team. The ideal person for this role will drive communications strategy through the analyst relations channel in order to increase Canonical's visibility among industry influencers and shape market perception.
 
 
 Canonical serves a diverse customer base, ranging from end users to startups, large enterprises and governments. Our portfolio is broad in scope and in reach. The ideal candidate is passionate about technology, curious about shaping the evolving AR field, and relishes the challenge of communicating a diverse product range based around trusted open source.
 
 
 The AR field is becoming increasingly data-driven. Market research is also changing as a discipline thanks to AI models. As the voice of Canonical towards analysts and industry influencers, you will define and implement a strategy for data-driven engagement across portfolio areas, building on key narratives, developing new ones, and establishing relationships to advance our position across markets.
 
 
 This role will involve close partnership with the Product Management function within the company, as well as the Alliances, Sales and Marketing teams, to communicate key product news and announcements and manage perception of Canonical and its range of products among analysts. You will have the opportunity to shape the AR field in the company and help our organization stay ahead of the curve using technologies like AI to conduct market research and assess market perception, delivering insights to the business.
 
 
 This is a senior position and sits in the communications team reporting to the Director of Communications.
 
 
 
 Location:
 
 
 This role will be based remotely in the EMEA region.
 
 
 
 What your day will look like
 
 
 <ul>
 <li>
 Prepare and execute analyst-focused communications plans for product announcements, new partnerships and other initiatives in line with our go-to-market strategy
 </li>
 <li>
 Proactively look for ways to use new technologies like AI to analyze market trends and assess analyst perception and sentiment of Canonical and its products
 </li>
 <li>
 Understand GenAI platforms developed by analyst firms and ensure they contain the right information about Canonical's portfolio
 </li>
 <li>
 Craft and deliver compelling narratives about Canonical and its products in line with our company vision
 </li>
 <li>
 Manage analyst relationships directly, coordinating touchpoints throughout the year both through online briefings and industry events
 </li>
 <li>
 Measure the impact of the AR program, reporting regularly on progress to leadership, implementing the necessary tooling to improve collaboration and managing spend
 </li>
 <li>
 Proactively position the company in key analyst reports to drive recommendations and strengthen the company's brand
 </li>
 <li>
 Support the Director of Communications on Corporate Communications initiatives
 
 
 </li>
 </ul>
 What we are looking for in you
 
 
 <ul>
 <li>
 Extensive experience in market research, AR or communications
 </li>
 <li>
 Experience managing technology communications (agency or in-house) or AR programs
 </li>
 <li>
 A track record of delivering innovative and successful communications campaigns in the technology space, and enhancing company positioning through AR programs
 </li>
 <li>
 Experience of cloud/SaaS/open source technology an advantage
 </li>
 <li>
 An analytical eye and a good sense for the type of content that resonates best with analysts and other industry influencers
 </li>
 <li>
 Exceptional interpersonal skills and aptitude for forging trusting relationships across diverse, cross-functional teams
 </li>
 <li>
 Excellent verbal and written communication skills
 </li>
 <li>
 Proven ability to prioritize and differentiate what matters from the noise, meeting deadlines without sacrificing quality
 </li>
 <li>
 Affinity for planning is a must, experience with project management tools like Jira is an advantage
 </li>
 <li>
 Background in product management or product marketing is a plus but not required
 </li>
 <li>
 Willingness to travel up to 4 times a year for internal events
 
 
 </li>
 </ul>
 
 What we offer you
 
 
 
 Your base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits above, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilisation. Our compensation philosophy is to ensure equity right across our global workforce.
 
 
 In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, please ask your Talent Partner.
 
 
 🏠Fully remote working environment - we've been working remotely since 2004!
 
 
 📚Personal learning and development budget of 2,000USD per annum
 
 
 💰Annual compensation review
 
 
 🏆Recognition rewards
 
 
 🏝 Annual holiday leave
 
 
 👶Parental Leave
 
 
 🧑&zwj;💼Employee Assistance Programme
 
 
 🧳Opportunity to travel to new locations to meet colleagues at 'sprints'
 
 
 ✈️Priority Pass for travel and travel upgrades for long haul company events
 
 
 
 About Canonical
 
 
 
 Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.
 
 
 Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.
 
 
 
 Canonical is an equal opportunity employer
 
 
 
 We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
 
 
</div>

Senior Communications Manager - Analyst Relations

Travelport

<div>
 
 We&rsquo;re hiring right now for a
 
 Premier Helpdesk Analyst - English/French
 
 for a permanent position based in Cairo, Egypt.
 
 
 
 
 
 
 How you&rsquo;ll make an impact:
 
 
 
 We're looking for GDS specialists to provide guidance and technical support to our frontline customer service across the full Travelport range.
 
 
 
 
 
 
 Your role in action:
 
 
 <ul>
 <li>
 Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues. Managing incidents from our omnichannel offerings that include but are not limited to; phone, web submit, chat and email.
 </li>
 <li>
 Identify and correctly troubleshoot all problems reported to minimise the impact on customers. Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
 </li>
 <li>
 Adhere to resolution/escalation times to minimise the impact on our customers and continually strive for improved performance. Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.
 </li>
 <li>
 Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction.
 </li>
 <li>
 Ownership and commitment to problem resolution for Premier customers. Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport policy. Promote Travelport self-service options to customers including MyTravelport.
 </li>
 </ul>
 
 
 
 
 
 Could this be you?
 
 
 <ul>
 <li>
 At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment.
 
 GDS knowledge &ndash; Galileo GDS experience required.
 
 Candidates with experience in other GDS systems would also be considered.
 </li>
 <li>
 Experience with CETS or any other leisure tool is welcome but not required.
 </li>
 <li>
 Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent English communication skills.
 </li>
 </ul>
 
 
 
 
 Please note that this will be working in French working hours so weekend would be Saturday and Sunday.
 
 
 
 
 
 If interested, please get in touch with me on Linkedin or drop an email with your recent CV on usha@infotreeglobal.com and I'll get back to you at the earliest.
 
 
 
 
 
 
 
 
 Best Regards
 
 
 Usha
 
 
 Infotree Global Solutions
 
 
 Linkedin: linkedin.com/in/usha-rahul-116453223
 
</div>

Help Desk Analyst

Majid Al Futtaim

<div>
 
 
 Role: Associate &ndash; Business Analyst
 
 
 
 
 
 
 
 Role Purpose:
 
 
 
 Drive data-driven decision-making across Operations, Marketing, and Commercial functions by delivering
 
 strategic insights, financial analysis, and performance optimization
 
 . This role is critical in shaping business strategies, improving profitability, and enabling sustainable growth in a fast-paced quick commerce environment.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 Strategic &amp; Financial Analysis
 
 
 <ul>
 <li>
 
 Own the financial analytics framework
 
 for key business units, including revenue, cost-to-serve, and margin analysis.
 </li>
 <li>
 Develop
 
 profitability models
 
 for new initiatives, campaigns, and operational changes to support ROI-driven decision-making.
 </li>
 <li>
 Partner with Finance and Commercial teams to
 
 forecast, budget, and track performance
 
 against financial targets.
 </li>
 <li>
 Identify
 
 cost optimization opportunities
 
 across fulfillment, last-mile, and marketing spend.
 </li>
 </ul>
 
 
 
 
 
 Performance Measurement &amp; Reporting
 
 
 <ul>
 <li>
 Utilize
 
 dashboards and reporting systems
 
 to monitor KPIs across Operations, Marketing, and Commercial teams.
 </li>
 <li>
 Deliver
 
 regular and ad hoc performance reports
 
 with actionable insights for senior leadership.
 </li>
 <li>
 Conduct
 
 variance analysis
 
 to explain deviations from targets and recommend corrective actions.
 </li>
 </ul>
 
 
 
 
 
 Business Insights &amp; Decision Support
 
 
 <ul>
 <li>
 Create
 
 Category Management reports
 
 for weekly business reviews.
 </li>
 <li>
 Analyze
 
 customer behavior, order patterns, and market trends
 
 to inform pricing, assortment, and promotional strategies.
 </li>
 <li>
 Provide
 
 data-driven recommendations
 
 to improve operational efficiency, reduce costs, and enhance customer experience.
 </li>
 <li>
 Support
 
 strategic projects
 
 such as dark store optimization, last-mile efficiency, Marketplace, and new revenue streams.
 </li>
 </ul>
 
 
 
 
 
 Cross-Functional Collaboration
 
 
 <ul>
 <li>
 
 Collaborate
 
 with Operations, Marketing, and Commercial leaders, translating data into business strategies.
 </li>
 <li>
 Work with technology teams to
 
 enhance data flow
 
 and ensure accuracy and accessibility of key metrics.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs)
 
 
 <ul>
 <li>
 Accuracy &amp; Timeliness of Reports
 </li>
 <li>
 Impact of Insights on Financial Performance (e.g., cost savings, revenue growth)
 </li>
 <li>
 Forecast Accuracy
 </li>
 <li>
 Operational Efficiency Improvements
 </li>
 </ul>
 
 
</div>

Associate Business Analyst

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