Collaborating with Brands, CX Platform support teams, IT team & other cross-functional teams to enhance customer services
Present key findings by analyzing data and report to line manager
Analyse and understand correlations between NPS and other business KPI?s
Tracking customer experiences across online and offline 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
Provide training and feedback to business stakeholders when required
Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
In tune with industry VOC analytic trending and new approaches to skill.
Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience.
Liaise with brands/markets to develop improvement plans keeping in mind customer feedback, operational metrics
Coordinate with internal departments to collect data, develop and implement solutions
Observe and monitor implemented solutions.
Deliver accurate and thorough analysis by deadline.
Perform ad-hoc reporting and analysis as assigned.
