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VOC Analyst

1.00 to 10.00 Years   Dubai, United Arab Emirates   02 Nov, 2022
Al Futtaim Group
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryAccounting
Functional AreaNot Mentioned

Job Description

VOC Analyst - Medallia Certified| UAEOverview of the role:The Voice of Customer Analyst would support Al-Futtaim VoC strategy by conducting quantitative research, analysing customer data, and presenting key customer insights. This role will support and manage the Voice of Customer program and associated Net Promoter Score (NPS) ? the most important business KPIs. This includes the customer research process including extraction, cleaning, and maintaining customer contact databases, questionnaire design, and administration of in-house survey and analytical tools. This role will work closely with VoC Manager, collaborate with Product, IT, Marketing, and other cross-functional teams across the company to gain an in-depth understanding of AFG strategy and services.What you will do:-Description of Accountability:

  • Promoting NPS engagement across the business; presenting findings at key business forums periodically
  • Create and present high-quality VoC insight reports with thought-provoking analysis and impactful insights, opinions, and actionable recommendations.
  • Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all Worldpay sites.
  • Create innovative ideas to use the VoC technology in ways not recognized or requested by utilizing forward thinking skills and proactive approach with the tool.
  • Collaborating with Brands, CX Platform support teams, IT team & other cross-functional teams to enhance customer services
  • Tracking customer experiences across online and store channels, devices, and touchpoints
  • Proactively work with stakeholders to understand their strategies & research needs
  • Work with line manager to manage the executional requirements end to end for delivery roll outs, review on business cases on new roll outs across Al-Futtaim Retail
  • Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.

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