Customer Engagement Executive
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Key skills for this role
About the Role
Human Capital Group Qatar seeks a Customer Engagement Executive in Doha to collect, analyze, and interpret customer data from multiple sources, develop dashboards, and provide actionable insights to improve customer experience.
Key Skills for This Role
Responsibilities
- Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, operational systems)
- Analyze customer engagement data to identify trends, patterns, correlations, and root causes
- Translate complex data into clear, actionable insights to support decision making
- Conduct deep dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance
- Support predictive and trend analysis to anticipate customer needs and improve service delivery
- Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention)
- Design and manage interactive dashboards using Power BI or Tableau
- Present data in a clear, intuitive, and decision oriented format for different stakeholders
- Produce accurate and timely weekly, monthly, and executive level reports
- Automate recurring reports and improve reporting efficiency
- Monitor and analyze customer feedback across multiple channels
- Track response rates and recommend improvements to data quality, participation, and customer experience
Requirements
- 3–5 years of experience in data analysis, preferably within customer experience, real estate, or mixed use developments
- Experience working with customer data, surveys, and operational KPIs
- Experience in Customer Engagement / Customer Experience (CX) analytics
- Exposure to Smart City, IoT, or PropTech environments
- Knowledge of customer journey mapping and behavioral analytics
Full Job Posting
Responsibilities
- Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems).
- Analyze customer engagement data to identify trends, patterns, correlations, and root causes.
- Translate complex data into clear, actionable insights to support decision making.
- Conduct deep dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance.
- Support predictive and trend analysis to anticipate customer needs and improve service delivery.
- Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention).
- Design and manage interactive dashboards using tools such as Power BI or Tableau.
- Present data in a clear, intuitive, and decision oriented format for different stakeholders.
- Produce accurate and timely weekly, monthly, and executive level reports.
- Automate recurring reports and improve reporting efficiency.
- Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms).
- Track response rates and recommend improvements to data quality, participation, and customer experience.
Additional Responsibilities
- Collaborate with cross functional teams to ensure data accuracy, consistency, and integration across systems.
- Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives.
- Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data driven culture.
- Perform any other duties and responsibilities assigned by the Line Manager or Management.
Skills
- 3–5 years of experience in data analysis, preferably within customer experience, real estate, or mixed use developments.
- Experience working with customer data, surveys, and operational KPIs.
- Experience in Customer Engagement / Customer Experience (CX) analytics.
- Exposure to Smart City, IoT, or PropTech environments.
- Knowledge of customer journey mapping and behavioral analytics.
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