Customer Experience Measurement Analyst

Established in the 1930s as a trading business, Al-Futtaim Group today is one
of the most diversified and progressive, privately held regional businesses
headquartered in Dubai, United Arab Emirates. Structured into five operating
divisions; automotive, financial services, real estate, retail and healthcare;
employing more than ‎35,000 employees across more than ‎20 countries in the
Middle East, Asia and Africa, Al-Futtaim Group partners with over ‎200 of the
world's most admired and innovative brands. Al-Futtaim Group's
entrepreneurship and relentless customer focus enables the organization to
continue to grow and expand; responding to the changing needs of our customers
within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity;
Al-Futtaim Group continues to enrich the lives and aspirations of our
customers each and every day

Overview of the role:

This role would support Al-Futtaim Customer Experience Program strategy by
maintaining and measuring customer experience across various facets of al-
Futtaim Automotive ecosystem, business units, and regions. The role holder
will support the roll out of the program across areas not currently covered in
the program (new business units, regions). The role is responsible of
extraction, cleaning, maintaining customer contact databases, questionnaire
design, administration of in-house survey, analysis, reporting of results and
follow up with further work to be done, with full capability to leverage
analytical tools on Qualtrics.
The role will cover all customer surveys (standard and custom, across retail /
B2B): customer satisfaction, customer intercepts (custom surveys on retail /
B2B), web intercepts (brand websites, 3rd party and partner websites when
possible), social intercepts (social media channels and CRM). Moreover, the
role will cover integrating other data sources to measure correlation,
commonalities to generate specific insights and highlight the story/ issues /
opportunities for the business (NCBS data, MEAC data, sales and revenue data,
brand tracker(s), market research, etc)
This role reports to the Senior Manager of Customer Experience & Insights and
will support on other insights, intelligence, and research studies such as
market and economic intelligence (as requested).

What you will do:

• Maintain and manage the needs of the current CX program by supporting and responding on requests from business customers on day-to-day basis. Deliver presentations and analysis on periodic basis as per annual CX plan. Troubleshooting and resolving issues with the backend team to assure sample plan is covered, automation is in place, etc


• Support the roll out of the CX program into new regions / businesses as per plan set forth. Follow up on all the needs (e.g. preparation and automation of the customer lists, survey management and automation, etc) to kick off measurement in these areas


• On request and as per business needs, prepare surveys, program them in Qualtrics, launch, monitor and report results. Analyse data as necessary to draw learnings and generate further valuable actions / next steps to support the business


• Data analysis on various data resources available to build insightful presentations to support business across marketing, operations and sales entities.


• Leverage data collected (primary data) and support data analytics team to enrich customer database via updating the database

About The Team:

The role will report to the Customer and Insights Senior Manager. You will be
working in a dynamic and busy environment wherein you will be dealing directly
with both internal and external customers.

What Equips You For The Role:

• Bachelor degree with numerical focus


• Minimum ‎1-‎3 years of experience in working on survey and questionnaire design, with analytical and presentation skills


• Experience working on Qualtrics (certified highly desired). Advanced MS Office use (especially Excel, Powerpoint)

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim
Automotive is an industry leader with presence in ‎10 countries across the
Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution,
manufacturing, leasing and aftersales, and we are firmly established as the
regional representative of some of the world 's most iconic automotive brands:
Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the
boundaries on innovation, quality standards, and value-added service across
our vast universe of customers - right from motoring enthusiasts to fleet
operators to contractors. Our mission is to become the leader in custom-made
mobility solutions by delivering nothing less than world-class omni-channel
experiences.
We channel our local expertise and global trust to deliver one of the most
comprehensive portfolios of mobility products and solutions, from passenger
cars to SUVs, electric vehicles to high-performance motorbikes, commercial
vehicles to industrial & construction equipment.
What keeps the company moving forward is a ‎9000-member strong team, with
inspiring possibilities for growth, throughout the career path. This is Al-
Futtaim Automotive and we empower talent to move forward.