Customer Experience & Analytics Specialist Full Time

Role Purpose: Create valuable insights allowing for optimal decision-making and predictions in marketing planning, portfolio development, and key strategic initiatives & identify, process, analyse, and visualize customer insights that address business challenges and opportunities.

Key Accountabilities & Activities

1. Development, Implementation, Analysis & Control:

• Monitor and maintain data quality within the marketing database.
• Define (new) metrics and systems that track trends and developments within the market and among different customers audiences.
• Analyse data and present trends, insights and formulate strategic recommendations.
• Support the development and optimization of the CX and marketing strategies and activities.
• Develop data-based customer strategies which align with brand needs, customer segments, and market trends.
• Support the data-driven development of customer approaches (get grow, keep) and market growth opportunities.

2.   Insight Management:

• Support with market, brand, channels, and customer research for the broader Emarat organization.

3. Reporting:

• Support the definition and implementation of KPIs and dashboards across departments.

4.  Customer Insights:

• Develop new customer behaviour insights through data mining, leveraging models and performance data to determine the relative value of customer messages.
• Build processes, tools, and systems to get direct feedback from Emarat customers.
• Identify opportunities to improve our products based on detailed understanding of our customers.
• Support the development of customer language and ensure it is used throughout the business.

5. Data Visualization:

• Communicate action-orientated insights to internal stakeholders to support strategy and planning of marketing and CX activities.
• Develop and present information to tell data-driven stories, including post-event analytics, forecasts, estimating the business impact, and identifying improvement opportunities.

Qualifications

• A minimum of 3 years’ experience working in Strategy, Market Research, Customer Intelligence/Insights teams
• Bachelor’s Degree in Marketing, Economics, Psychology, Sociology, or related field required
• Experience in the oil and gas industry is preferred
• Experience in working in the UAE is preferred
• Knowledge of diverse research methodologies, designing research studies.
• Experience in marketing and growth strategies
• Knowledge of industry-standard visualization tools, including Tableau.
• Knowledge of Microsoft Suite, Salesforce CRM and Marketing tools
• Knowledge about data, analytics, marketing and growth strategies
• Cross-functional team player
• Curious and with a growth mindset
• Great communication and presentation skills targeting a wide stakeholder group across different seniorities
• Data-driven and result-driven mindset
• Good verbal and written English and Arabic (optional) skills.