Sr. CX Analyst

Job Description

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities ? all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.Role Purpose:The role of the Senior CX Analyst is responsible for analyzing customer behavior and feedback through collecting and compiling customer experience metrics across multiple channels and touchpoints. This includes measuring and tracking CX metrics and KPIs including NPS data, CSAT trends, Operational Metrics, and other relevant journey metrics. The Senior CX Analyst will provide an oversight of CX Brand Health as well as impact on Customer Experience initiatives providing a clear strategic direction and recommendations for Majid Al Futtaim, Leisure Entertainment and Cinemas (LEC).Role Details ? Key Responsibilities and Accountabilities:

• Conducts root cause analysis of customer feedback, to enable greater understanding of customer ?moments of truth? that will enable improvement opportunities to be identified and prioritized.
• Collects, compiles customer experience, quality, and operational metrics from multiple channels and analyses customer behavior and feedback.
• Manages the Voice of Customer program within LEC, maximizing the data touchpoints and channels used to collect feedback and performance data to drive action within the business.
• Manages the Voice of Customer governance including deep dive sessions, inner and outer loop process, staff training ensuring a CX ownership and clear communication with different teams.
• Maximizes data touchpoints across LEC brands to provide insights for new brands, locations, and experiences in the region as well as creating surveys, dashboards, text analytics and visualizations to extract insights and drive business decisions.
• Key squad member in CX Design Projects to identify pain points through customer journey mapping and overall measurement on CX metrics.
• Supporting Advanced Analytics team on any CX Use cases, including the measurement and impact on Return on Investment (ROI).
• Responsible for development of monthly reports on key KPIs and status of CX initiatives and share with CX leadership and Majid Al Futtaims management team.
• Conducts experience reviews (e.g. initiate mystery shopping with external vendors to track adherence of BUs to Majid Al Futtaim CX standards).

Definition of Success:Compliance to VoC governance, including deep dive sessions and inner loop huddlesCoverage of new LEC brands, locations, and experiences in VoCMaximization of stakeholder engagement, creating a customer centric culture within LECCX Metrics (NPS, CX Index, CSAT, CES)Responsible for EBITDA impact through CX initiativesOther Context:

• Drives impact: early on and throughout the job; be a change agent
• Deals with ambiguity: this is a new position where the candidate will take part in crafting his/her own role, working with multiple stakeholders in an environment that is currently undergoing transformation
• Present and defend recommendations to senior executives/Sr. manager, CX design & improvement
• Performs any additional adhoc duties as and when requested by the LineManager and/or Head of Department.
• Operates in demanding and fast paced environment with multiple workstreams and tight deadlines

Functional Competencies:

• CX Reporting & Tracking
• CX performance objectives
• CX measurement methodologies
• Data Analysis
• Customer Engagement Activities
• Presenting to Senior Team and Management

Personal Characteristics and Required Background:Personal characteristics and skillset

• Proven experience within a customer service environment, with a solid understanding of customer preferences and behaviour.
• Strong interpersonal and communication skills
• Relationship building and influencing skills (e.g. balancing needs/ demands of multiple stakeholders, aligning with other executives etc.)
• Excellent credibility with the business
• Knowledge and understanding of customer experience metrics and measurement methodologies
• Excellent attention to details
• Persistent and precise way of working together with a variety of stakeholders
• Passionate about Customer Experience

Minimum Experience

• 8 years of experience in Reporting, research and data analysis experience is preferred.
• Marketing or Operations experience is preferred.

Minimum Education

• Bachelors degree or higher, preferably in business studies, marketing or a communications discipline

Keyskills :