customer experience analyst

ALDAR

<div>
 
 
 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 &amp; Reporting
 
 
 <ul>
 <li>
 Analyze customer feedback from surveys, social media, emails, service desks, websites, and mystery shopping.
 </li>
 <li>
 Prepare regular reports tracking
 
 NPS, CSAT, CES, complaint trends, and mystery shopper results
 
 , and respond to ad-hoc data requests.
 </li>
 <li>
 Identify trends, pain points, and opportunities using quantitative and qualitative methods.
 </li>
 <li>
 Develop presentations and share actionable insights with internal stakeholders to drive improvements.
 </li>
 <li>
 Collaborate with Customer Service teams and CX platform managers to ensure data quality and consistency.
 </li>
 </ul>
 
 
 Operational Excellence &amp; Service Delivery
 
 
 <ul>
 <li>
 Monitor and manage customer tickets and complaints, ensuring timely follow-up and resolution.
 </li>
 <li>
 Collaborate across departments and escalate issues when necessary.
 </li>
 <li>
 Generate monthly reports on resolution times, SLA compliance, and recurring issues.
 </li>
 <li>
 Conduct root-cause analyses and recommend process improvements.
 </li>
 <li>
 Support adoption of CX tools and processes that enhance guest convenience and accessibility.
 </li>
 </ul>
 
 
 CX Activations &amp; Engagement Support
 
 
 <ul>
 <li>
 Assist in planning, coordination, and execution of CX activations, events, and in-mall initiatives.
 </li>
 <li>
 Track participation, engagement, and feedback to measure success.
 </li>
 <li>
 Coordinate with vendors and internal teams to ensure seamless delivery of initiatives.
 </li>
 </ul>
 
 
 Stakeholder Engagement &amp; Collaboration
 
 
 <ul>
 <li>
 Work closely with Retail Marketing, Leasing, Operations, and Development teams to integrate customer insights.
 </li>
 <li>
 Provide timely and actionable reports to management to support decision-making and performance tracking.
 </li>
 </ul>
 
 
 Key Metrics &amp; Results
 
 
 <ul>
 <li>
 
 Customer Satisfaction:
 
 NPS, CSAT, Mystery Shopper results
 </li>
 <li>
 
 Service Quality:
 
 SOP adherence, complaint resolution times, operational audits
 </li>
 <li>
 
 Stakeholder Engagement:
 
 Retailer feedback, cross-department collaboration
 </li>
 <li>
 
 Brand Impact:
 
 CX awards, PR mentions, guest testimonials
 </li>
 </ul>
 
 
 Working Conditions
 
 
 <ul>
 <li>
 Based at
 
 Yas Mall HQ
 
 with daily interaction across multiple mall locations.
 </li>
 <li>
 Occasional travel may be required between locations depending on portfolio scope.
 </li>
 <li>
 High-touch role requiring presence during operational hours, including weekends.
 </li>
 </ul>
 
 
 Qualifications &amp; Experience
 
 
 <ul>
 <li>
 
 Experience:
 
 3&ndash;5 years in
 
 Customer Experience, Data Analytics, Market Research, or related fields
 
 . Retail, shopping mall, or hospitality experience preferred.
 </li>
 <li>
 
 Skills:
 
 Data analytics, qualitative &amp; quantitative research, customer journey mapping, stakeholder influence. Familiarity with CX tools (Qualtrics, Power BI, Tableau) is a plus.
 </li>
 <li>
 
 Interpersonal Skills:
 
 Strong communication and presentation skills, collaborative mindset, highly organized, proactive, and detail-oriented.
 </li>
 <li>
 
 Education:
 
 Bachelor&rsquo;s degree in
 
 Business, Marketing, Statistics, Data Analytics, or related discipline
 
 . CX certification is a plus.
 </li>
 </ul>
 
 
</div>

Customer Experience Analyst – Retail_ Aldar Retail Management

Citi

<div>Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
-
About CITI
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.
Citi Analytics and Information Management (AIM)
Citi AIM was established in 2003, and is located across multiple cities in India &ndash; Gurugram, Bengaluru, Chennai and Pune. It is a global community that objectively connects and analyzes information, to create actionable intelligence for our business leaders. It identifies fact-based opportunities for revenue growth in partnership with the businesses. The function balances customer needs, business strategy, and profit objectives using best in class and relevant analytic methodologies.
What do we do?
The North America Consumer Bank &ndash; Customer Experience (CX) Analytics is a specialized function dedicated to understanding, measuring, and improving the interactions and overall satisfaction of customers across all touchpoints with the bank. In today&rsquo;s competitive financial services landscape, delivering a seamless and positive customer experience is critical for retention, loyalty, and growth. Citibank leverages CXA to ensure that every customer journey&mdash;from opening an account to resolving a dispute&mdash;is as smooth and satisfactory as possible. The team collects, analyzes, and interprets customer feedback and interaction data across channels (phone, online, branch, etc.) to identify pain points, trends, and opportunities for service improvement. The team uses these insights to enhance customer satisfaction, streamline processes, and inform business decisions to improve overall customer experience.
Role Description:
The Spec Analytics Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.
Responsibilities:<ul><li>
Incumbents work with large and complex data sets (both internal and external data) to evaluate, recommend, and support the implementation of business strategies</li><li>
Identifies and compiles data sets using a variety of tools (e.g. SQL, Python, PySpark) to help predict, improve, and measure the success of key business to business outcomes</li><li>
Responsible for documenting data requirements, data collection / processing / cleaning, and exploratory data analysis; which may include utilizing statistical models / algorithms and data visualization techniques</li><li>
Incumbents in this role may often be referred to as Data Scientists</li><li>
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li></ul>
Technical Skills:<ul><li>
Hands-on Experience in Python, SQL &amp; Machine Learning (ML) is a must.</li><li>
Experience with PySpark, Natural Language Processing (NLP), Large Language Models (LLM/Gen AI), and prompt engineering is preferred.</li><li>
Writing clean, efficient, and well-documented code according to design specifications and coding standards.</li><li>
Utilizing version control systems (e.g., Git) to manage code changes, collaborate with team members, and maintain code history.</li><li>
Configuring and maintaining automated build processes (e.g., using Jenkins) to compile code, run unit tests, and create deployable artifacts.</li><li>
Ability to execute the code testing in Dev &amp; UAT environments</li><li>
Deploy code pipelines, follow release procedures, verify post-deployment, and troubleshoot production issues, if any.</li><li>
Understand dependencies, design/consume APIs, ensure data flow integrity, resolve integration issues, and maintain architectural awareness.</li><li>
Capability to validate/maintain deployed models in production</li><li>
Candidates with a background in Customer Experience (CX) analytics is preferred.</li><li>
Exposure to Credit card business is a strong plus for this position.</li><li>
Familiarity with the Software Development Life Cycle (SDLC) is preferred.</li><li>
Prior experience of Sprints deployment cycle is preferred.</li></ul> 
Qualifications:<ul><li>
Bachelor&rsquo;s Degree with at least 3 years of working experience OR Master&rsquo;s Degree with 2 years of working experience.</li><li>
Possess analytic ability and problem solving skills</li><li>
Working experience in a quantitative field</li><li>
Excellent communication and interpersonal skills, be organized, detail oriented, and adaptive to matrix work environment</li><li>
Ability to build partnerships with cross-functional teams</li></ul> 
Education:<ul><li>
Bachelors/University degree in Computer Science Engg. / IT is preferred.</li></ul>
-
Job Family Group:
Decision Management
-
Job Family:
Specialized Analytics (Data Science/Computational Statistics)
-
Time Type:
Full time
-
Most Relevant Skills
Please see the requirements listed above.
-
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
-
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. 
 
View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.</div>

Customer Experience Analytics Analyst

<div><h2 class="jobSectionHeader">Discover your future at Citi</h2>
Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you&rsquo;ll have the opportunity to grow your career, give back to your community and make a real impact.
<h2 class="jobSectionHeader">Job Overview</h2>
Excited to grow your career?
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.
-
About CITI
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.
Citi Analytics and Information Management (AIM)
Citi AIM was established in 2003, and is located across multiple cities in India &ndash; Gurugram, Bengaluru, Chennai, and Pune. It is a global community that objectively connects and analyzes information, to create actionable intelligence for our business leaders. It identifies fact-based opportunities for revenue growth in partnership with the businesses. The function balances customer needs, business strategy, and profit objectives using best in class and relevant analytic methodologies.
What do we do?
The North America Consumer Bank &ndash; Customer Experience (CX) Analytics is a specialized function dedicated to understanding, measuring, and improving the interactions and overall satisfaction of customers across all touchpoints with the bank. In today&rsquo;s competitive financial services landscape, delivering a seamless and positive customer experience is critical for retention, loyalty, and growth. Citibank leverages CXA to ensure that every customer journey&mdash;from opening an account to resolving a dispute&mdash;is as smooth and satisfactory as possible. The team collects, analyzes, and interprets customer feedback and interaction data across channels (phone, online, branch, etc.) to identify pain points, trends, and opportunities for service improvement. The team uses these insights to enhance customer satisfaction, streamline processes, and inform business decisions to improve overall customer experience.
Role Description:
The Spec Analytics Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Responsibilities:<ul><li>
Incumbents work with large and complex data sets (both internal and external data) to evaluate, recommend, and support the implementation of business strategies</li><li>
Identifies and compiles data sets using a variety of tools (e.g. SQL, Python, PySpark) to help predict, improve, and measure the success of key business to business outcomes</li><li>
Responsible for documenting data requirements, data collection / processing / cleaning, and exploratory data analysis; which may include utilizing statistical models / algorithms and data visualization techniques</li><li>
Incumbents in this role may often be referred to as Data Scientists</li><li>
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li></ul>
Technical Skills:<ul><li>
Hands-on Experience in Python, SQL &amp; Machine Learning (ML) is a must.</li><li>
Experience with PySpark, Natural Language Processing (NLP), Large Language Models (LLM/Gen AI), and prompt engineering is preferred.</li><li>
Writing clean, efficient, and well-documented code according to design specifications and coding standards.</li><li>
Utilizing version control systems (e.g., Git) to manage code changes, collaborate with team members, and maintain code history.</li><li>
Configuring and maintaining automated build processes (e.g., using Jenkins) to compile code, run unit tests, and create deployable artifacts.</li><li>
Ability to execute the code testing in Dev &amp; UAT environments</li><li>
Deploy code pipelines, follow release procedures, verify post-deployment, and troubleshoot production issues, if any.</li><li>
Understand dependencies, design/consume APIs, ensure data flow integrity, resolve integration issues, and maintain architectural awareness.</li><li>
Capability to validate/maintain deployed models in production</li><li>
Candidates with a background in Customer Experience (CX) analytics is preferred.</li><li>
Exposure to Credit card business is a strong plus for this position.</li><li>
Familiarity with the Software Development Life Cycle (SDLC) is preferred.</li><li>
Prior experience of Agile, Sprints deployment cycle is preferred.</li><li>
Experience working and collaborating with multiple stakeholders</li><li>
Experience in leading small teams and global teams</li><li>
Ability to guide and mentor the junior team members.</li></ul> 
Qualifications:<ul><li>
Bachelor&rsquo;s Degree with at least 5 years of working experience OR Master&rsquo;s Degree with 4 years of working experience.</li><li>
Have the ability to retrieve and manipulation data</li><li>
Possess analytic ability and problem-solving skills</li><li>
Working experience in a quantitative field</li><li>
Willing to learn and can-do attitude</li><li>
Excellent communication and interpersonal skills, be organized, detail oriented, flexible, and adaptive to matrix work environment</li><li>
Ability to build partnerships with cross-function leaders</li></ul> 
Education:<ul><li>
Bachelor's / master&rsquo;s degree in economics / Statistics / Mathematics / Information Technology / Computer Applications / Engineering etc. from a premier institute</li></ul>
-
Job Family Group:
Decision Management
-
Job Family:
Specialized Analytics (Data Science/Computational Statistics)
-
Time Type:
Full time
-
Most Relevant Skills
Please see the requirements listed above.
-
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
-
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. 
 
View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.</div>

Ceenex Global LLC

We're Hiring: Sr Business Analyst - Digital Customer Experience! The Business Analyst &ndash; Digital Customer Experience plays a vital role in shaping and delivering digital initiatives that improve the end-to-end guest journey. This role bridges the gap between business needs, customer expectations and technology solutions by gathering and analyzing requirements, identifying process improvements and supporting the successful delivery of our digital products and services.Working closely with Product Owners, UX designers, developers and key stakeholders, the Business Analyst ensures that digital solutions are user-centered, strategically aligned and operationally viable.Location: Dubai, United Arab Emirates Work Mode: Work From Office Role: Sr Business Analyst - Digital Customer ExperienceSalary - 22000 AED + Benefits (Negotiable)Experience - 5 to 15 yearsWhat You'll Do:Requirements Gathering &amp; AnalysisDigital Product SupportGuest Experience &amp; Journey MappingStakeholder Collaboration &amp; CommunicationInsight Reporting and Continuous ImprovementSkills, Tools, and Systems Experience:Expertise with DXP platforms, Headless CMS &amp; Microservices Architecture, Omnichannel Architecture, CRM, web technologies, app frameworks, CDP and personalization engines, eCommerce, loyalty platformsExperience in Agile methodologiesCore Activities Experience:Business Analyst, Digital, Transformation, Solution Design, Process Mapping Communication, Stakeholder Engagement, Digital Transformation Project Support and Reporting.Skills:&middot; Expertise in DXP (Digital Customer Experience); Digital Guest Experience; stakeholder engagement&middot; Creates Business cases.&middot; Agile process&middot; B2C ImplementationReady to make an impact? Apply now and join us on this exciting journey!Job Type: Full-timePay: AED20,000.00 - AED22,000.00 per month

Sr. Business Analyst -Digital Customer Experience

Futurense Technologies

About Futurense TechnologiesFuturense Technologies is a fast-growing organization focused on technology-driven learning, upskilling, and digital solutions. We are committed to delivering high-quality learner experiences through structured processes, continuous improvement, and performance excellence.Role OverviewWe are looking for a Quality Analyst who will be responsible for call auditing, quality monitoring, performance evaluation, and training support for our sales/admissions teams. The role focuses on ensuring communication quality, process adherence, and continuous skill improvement.Key Responsibilities<ul><li>Conduct regular call audits (sales, counselling, support calls) to evaluate quality and compliance.</li><li>Monitor adherence to scripts, SOPs, pitch quality, and company standards.</li><li>Provide detailed feedback and actionable insights to improve agent performance.</li><li>Prepare and share quality reports, scorecards, and MIS on a regular basis.</li><li>Identify training needs based on audit findings and performance gaps.</li><li>Conduct refresher training, communication training, and process training sessions.</li><li>Collaborate with sales, operations, and training teams to drive quality improvements.</li><li>Support onboarding training for new joiners.</li><li>Ensure continuous improvement in conversion quality and customer experience.</li></ul>Must-Have Skills &amp; Qualifications<ul><li>2 years of experience in Quality Analyst / Call Auditing / Training roles (EdTech, BPO, Sales, or Contact Center preferred).</li><li>Strong understanding of call quality parameters, sales pitch evaluation, and customer handling.</li><li>Excellent communication and listening skills.</li><li>Experience in conducting training sessions or coaching agents.</li><li>Strong analytical skills and attention to detail.</li><li>Ability to provide constructive feedback and mentor team members.</li><li>Proficiency in MS Excel / Google Sheets for reporting.</li></ul>Job Type: Full-timePay: &#8377;500,000.00 - &#8377;800,000.00 per yearAbility to commute/relocate:<ul><li>Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)</li></ul>Application Question(s):<ul><li>Do you have Edtech Experience ?</li><li>Current / Last CTC ?</li><li>Notice Period ?</li></ul>Work Location: In person

Quality Analyst (Call Auditing & Training)

Al Ghurair

<div>
 
 Job Description
 
 
 
 We are seeking a detail-oriented and analytical Customer Experience Analyst to support our Customer Experience Team. The ideal candidate will work closely with stakeholders to analyse customer insights, identify trends, and develop data-driven recommendations to enhance customer satisfaction and engagement.
 
 
 
 Responsibilities
 
 
 
 
 OPERATIONAL
 
 
 
 <ul>
 <li>
 Define and document business requirements, workflows, and customer journey maps.
 </li>
 <li>
 Lead designing and implementing CX research methodologies, including surveys, focus groups, and user testing.
 </li>
 <li>
 Ability to analyse quantitative and qualitative data to uncover customer insights.
 </li>
 <li>
 Understanding customer journeys and identifying friction points.
 </li>
 <li>
 Creating and analysing surveys using platforms like CXM tools
 </li>
 <li>
 Proficiency in tools like Power BI, Tableau, or Excel for clear storytelling.
 </li>
 <li>
 Familiarity with regression, correlation, segmentation, and trend analysis using tools
 
 
 </li>
 </ul>
 
 PEOPLE MANAGEMENT
 
 
 
 <ul>
 <li>
 Support design development of dashboards and reports to track key CX metrics and business performance.
 </li>
 <li>
 Ensure data integrity and maintain accurate documentation of research insights and business processes.
 </li>
 <li>
 Work with IT and data teams to integrate customer insights into business intelligence tools and systems.
 
 
 </li>
 </ul>
 
 PRODUCT / PROCESS IMPROVEMENT
 
 
 
 <ul>
 <li>
 Support design development of dashboards and reports to track key CX metrics and business performance.
 </li>
 <li>
 Present findings and strategic recommendations to stakeholders and senior management.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Knowledge in CX and Certification in Data Analysis
 </li>
 <li>
 Bachelors Degree in Computer Science &amp; Engineering or similar disciplines
 </li>
 <li>
 Strong analytical skills with experience in customer data analysis and visualization tools (e.g., Excel, Power BI)
 </li>
 <li>
 Excellent communication and presentation skills with the ability to translate data insights into actionable recommendations
 </li>
 <li>
 Experience working on IT system, Microsoft technologies or any system implementation project is preferred
 </li>
 <li>
 Proven experience in journey mapping, customer insight analysis, customer interactions, understanding of behavioural and attitudinal drivers.
 </li>
 </ul>
</div>

Analyst - Customer Experience

Eminent4U

About Eminent4U Private Limited:Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.Job Purpose:As Customer Reviews Analyst, you will be the voice of the company in customer interactions, responsible for pitching reviews on multiple platforms and engaging with customers to address their concerns, answer questions, and express appreciation for positive feedback. This role plays a crucial part in meeting daily review targets and maintaining detailed records of customer interactions.Responsibilities and KPIs:<ul><li>Act as the voice of the company in customer interactions.</li><li>Pitch reviews on multiple platforms and engage with customers.</li><li>Meet daily review targets and maintain detailed records of customer interactions.</li><li>Analyze customer feedback to identify recurring themes and opportunities for improvement.</li><li>Ensure quality and compliance standards in all interactions.</li></ul>Skills and Qualifications:<ul><li>Excellent communication and conversation skills.</li><li>Team-oriented mindset.</li><li>Attention to detail and ability to multitask.</li><li>Time punctuality and problem-solving skills.</li><li>Flexibility and adeptness in managing and exceeding KPIs.</li></ul>Job Type: Full-Time | PermanentExperience: At least two years of experience in similar capacitySalary: Up to PKR 150,000 per month | Tier base model with commission along with Incentives and other fringe benefits (i.e. Annual Bonus, Anniversary Bonus, Punctuality, Weekday &amp; Birthday Allowance, etc.)Location: PECHS, Block-6, Karachi.Email: careers@eminent4u.comJob Type: Full-timePay: Rs150,000.00 per monthWork Location: In person

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