Voice of Customer 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 VOC strategy by conducting quantitative
research, analyzing customer data and presenting key customer insights. This
role will own and manage the Voice of Customer program and associated Net
Promoter Score (NPS) - one of 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 reports to the Senior Manager of
Customer Experience & Insights and will support on other research studies
(including but not limited to Brand Health Tracking, Pricing, Campaign, Market
Understanding, Product Test).

Qualtrics Responsibilities:
* Manage the day to day operations of the VoC program on Qualtrics end to end (access, invite files, export of data to BO, etc.)
* Be the central point of contact to launch any new branches, modules, touchpoints or quick-turnaround surveys.
* Conduct data audits periodically to ensure airtight quality of survey delivery and response collection.
* Recommend new touchpoints and onboard new BUs in Qualtrics.
* Writing and managing the distribution of surveys and questionnaires.
* Creation and ongoing maintenance of reports and dashboards and a clear plan for adoption of the dashboards within the business.
VoC & Insights:
* Creation of and production of relational and transactional satisfaction surveys for Net Promoter Score and Customer Satisfaction Values.
* Promoting NPS engagement across the business; presenting findings at key business forums periodically.
* Root cause analysis to understand key drivers, including forecasting likely improvements due to customer initiatives.
* Ability to analyze and understand correlations between NPS and other business KPIs.
* Create and present high-quality VOC insight reports with thought-provoking analysis and impactful insights, opinions and actionable recommendations.
* Resource reliable benchmarks of comparable businesses and best practice when it comes to NPS and measuring customer loyalty and customer experience.
* Be the independent view that challenges business assumptions to ensure that we are meeting the needs of our customers based on research results.
* Coach and mentor key research & insight end users across the business to ensure best practices are being employed across all locations.
* Proactively work with stakeholders to understand their strategies and research needs.
* Supporting of management of external agencies for other ad-hoc research.
* Identify trends through KPIs or critical business problems, and recommend solution(s) for process improvements to enhance the customer's experience and provide efficiency to the business.
* Conduct root - cause analysis of interaction data, identify trends/patterns or correlations.
* Deliver actionable insights and recommendations to senior management across the organization including sales, product and aftersales.
* Continue to remain in tune with industry VOC analytic trending and new approaches to skill.
* 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.
* Implement value-added features and applications to further use the available technology.
* Observe and monitor implemented solutions.
* Deliver accurate and thorough analysis by deadline.
* Perform ad hoc reporting and analysis as assigned.
* Use interaction data to deliver actionable insights that drive quantifiable improvements to customer experience and agent performance.

What will make you the ideal candidate?
* ‎2+ Years of Experience managing Qualtrics for NPS.
* ‎2+ Years of Experience in qualitative and quantitative research techniques ideal.
* Statistical or modelling skills and basic understanding of related databases or CRMs.
* Strong analytical skills, proficient at identifying patterns, and hypothesis-driven problem-solving
* Proficient with Microsoft Office applications (specifically Power Point and Excel; pivot tables, V-lookups, formulas, and importing of data) is required.
* Flexible and able to adjust to changing priorities or requirements in a fast-paced environment. Ability to change approach and/or methods to best fit the situation/audience.
* Have effective communication skills - both verbal and written - to recognize pertinent language patterns and correlations that lead to business value.

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.