Job Description:
The Client Experience Analyst in Umm Salal is responsible for evaluating, measuring, and improving client interactions across all service touchpoints. This analytical role supports the organization's commitment to a client-first culture by identifying pain points, tracking satisfaction metrics, and providing actionable insights to improve service delivery and customer journeys.
Key responsibilities include collecting and analyzing client feedback, monitoring Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), and Client Effort Scores (CES), and producing detailed reports for service and strategy teams. The analyst works closely with operations, marketing, and support departments to identify trends, uncover root causes of dissatisfaction, and recommend enhancements in communication, support processes, and digital engagement tools.
This role is essential in ensuring the organization continuously evolves its approach to client engagement based on real-world data and behavioral trends.
Job Requirement:
Education: Bachelor’s degree in Business Analytics, Customer Experience, Marketing, or a related discipline.
Experience: 2–4 years in a customer experience, data analysis, or client services role.
Skills:
Proficiency with analytics tools (Excel, Power BI, or Tableau).
Strong understanding of customer journey metrics and reporting.
Excellent written and verbal communication skills.
Ability to translate data into strategic recommendations.
Language: Fluency in English required; Arabic is a plus.
Other Requirements:
Detail-oriented with a strong grasp of service process improvement.
Ability to work cross-functionally with diverse teams.
Experience working with CRM and feedback platforms.
Interest in customer behavior and service design trends.
