Customer Centricty Support Analyst

Job Description

Basic requirementsExceptional analytical skills. Comfortable working with large amounts of data in operational environments and generating clear insights for leadership. Not afraid to get hands dirty into deep dives that identify root causes and outliers in CX trends.Ability to derive clear insights from complex data sets and drive the creation of actionable, measurable insightsCreate mechanisms to deep dive into all available data to understand the quality of service deliveredTrack record of delivering measurable improvements to the customer experience. Solution-basedCustomer Obsessed. Track record in understanding and advocating for customer needs, and delivering improvements on behalf of customers. This will be done through reporting, operational engagement, and supporting of improvement initiatives.Focused with ability to identify, justify, deliver effective and practical improvementProactively create quality dashboards and new metrics where required.Experience establishing and tracking Metrics for the different areas to improve them.Experience identifying and resolving complex issues. Will take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.Support related teams to ensure new processes are successfully rolled out with measurable results against key metrics.Ability to understand business requirements, translate and execute the technical analysis, drive metrics calculations, and present the complex analysis in both technical and non-technical waysComplete root cause analysis to provide clear insight into performance drivers and targeted actions to improve performance.Excellent communication skillsEducation / Professional ExperienceBachelors degree in Business Computer Information Systems, Operations Research, Mathematics or other business/analytical disciplines or equivalent experience.Minimum 3 to 5 years experience in Data Management and Analysis.Data Mining.Specific KnowledgeProficient in visualization tools and Direct experience in using business intelligence reporting tools and (Tableau, Power Bi, MicroStrategy, SQL, etc.)Advanced Excel skills and experience with other SQL and analytical techniques such as hypothesis and regression analysisKnowledge and experience in KPIs Development and Monitoring.Exceptional analytical, strategic thinking and problem-solving abilities.Knowledge of Visual Basics, Macros, programming languagesetc.Excellent time management skills.Balance attention to detail with swift execution

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About Company

CEMEX is a global building materials company that provides high quality products and reliable service to customers and communities in more than 50 countries. Celebrating its 110th anniversary, CEMEX has a rich history of improving the well-being of those it serves through innovative building solutions, efficiency advancements, and efforts to promote a sustainable future.

In the United Arab Emirates, we are a leading supplier of ready-mix concrete, slag (GGBFS), and cement with more than 10 years of experience and relationship in supporting the expansion and growth of the UAE and the region.