Senior Associate - CX Analytics
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Key skills for this role
About the Role
Modon seeks a Senior Associate for CX Analytics to manage the Voice of Customer program across its portfolio. The role involves survey design, data analysis, dashboard creation, and reporting to drive customer experience improvements.
Key Skills for This Role
Responsibilities
- Configure, maintain, and optimize surveys and workflows within the VoC platform
- Oversee end to end VoC platform governance, including user permissions, segment structures, metadata, and dashboard templates
- Conduct systematic quality checks to ensure surveys, dashboards, and data flows function accurately
- Manage SMS, WhatsApp, and email gateways for customer surveys and communications
- Develop clear, concise, and structured surveys (NPS, CSAT, CES, event feedback, post visit, etc.)
- Review and quality check Arabic and English survey versions for linguistic accuracy and cultural relevance
- Perform survey testing (UAT) and monitor live surveys to ensure error free execution
- Collect, analyze, and interpret CX data from multiple channels including surveys, digital interactions, reviews, and operational feeds
- Produce segment level and enterprise level dashboards and insights using charts, trend lines, and breakdowns
- Conduct sentiment analysis and thematic analysis using VoC platform tools
- Prepare monthly and quarterly CX performance reports
- Work closely with Segment CX Leads to ensure surveys are correctly designed, launched, and interpreted
Requirements
- Bachelor's degree in Business Analytics, Marketing, Data Science, Statistics, Information Systems, Business Administration, or related field
- 5–8 years’ experience in Customer Experience, VoC programs, analytics, insights, or related roles
- Experience with VoC or survey platforms (e.g., Qualtrics, Medallia, Xebo, QuestionPro)
- Proven experience developing surveys, managing feedback programs, and conducting QC
- Demonstrated ability to analyze data, build dashboards, and present insights clearly
- Experience in hospitality, real estate, destinations, or multi asset environments preferred
- Advanced analytical skills and data literacy
- High proficiency in Excel and data visualization tools (e.g., Power BI, Tableau)
- Excellent communication and presentation skills
Full Job Posting
Job Purpose
- The Senior Associate – CX Analytics provides advanced analytical, technical, and operational support to the Group CX Function at Modon.
- The role is responsible for managing the Voice of Customer (VoC) program across Modon’s diverse portfolio—hospitality, real estate, communities, destinations, events, and experiences—ensuring accurate feedback capture, high quality reporting, and data driven insights.
- The role also supports the setup, governance, and continuous enhancement of Modon’s CX measurement frameworks, dashboards, and analytics tools.
Roles, Responsibilities, Duties
- Configure, maintain, and optimize surveys and workflows within the VoC platform, ensuring proper logic, triggers, conditions, and data routing.
- Oversee end to end VoC platform governance, including user permissions, segment structures, metadata, and dashboard templates.
- Conduct systematic quality checks to ensure surveys, dashboards, and data flows function accurately and reliably.
- Manage SMS, WhatsApp, and email gateways for customer surveys and communications, ensuring they run smoothly and work with CX platforms.
- Develop clear, concise, and structured surveys (NPS, CSAT, CES, event feedback, post visit, etc.) aligned with Modon’s CX framework.
- Review and quality check Arabic and English survey versions to ensure linguistic accuracy, clarity, and cultural relevance.
- Perform survey testing (UAT) and monitor live surveys to ensure error free execution.
- Collect, analyze, and interpret CX data from multiple channels including surveys, digital interactions, reviews, and operational feeds.
- Produce segment level and enterprise level dashboards and insights, using charts, trend lines, and breakdowns suitable for leadership and operational teams.
- Conduct sentiment analysis and thematic analysis using VoC platform tools to identify issues, drivers, and opportunities.
- Translate data into clear, actionable insights and recommendations that support experience improvement initiatives.
- Prepare monthly and quarterly CX performance reports, ensuring accuracy, clarity, and alignment with leadership expectations.
Qualification
- Bachelor’s degree in Business Analytics, Marketing, Data Science, Statistics, Information Systems, Business Administration, or a related field.
- Certificates in analytics, customer experience, or VoC platforms are a plus.
Experience
- 5–8 years’ experience in Customer Experience, VoC programs, analytics, insights, or related roles.
- Experience working with VoC or survey platforms (e.g., Qualtrics, Medallia, Xebo, QuestionPro, etc.).
- Proven experience developing surveys, managing feedback programs, and conducting QC.
- Demonstrated ability to analyze data, build dashboards, and present insights clearly.
- Experience in hospitality, real estate, destinations, or multi asset environments is preferred.
Competencies
- Advanced analytical skills and data literacy, with strong attention to detail.
- Solid understanding of customer experience principles and metrics (NPS, CSAT, CES, etc.).
- High proficiency in Excel and data visualization tools (e.g., Power BI, Tableau).
- Excellent communication and presentation skills; able to translate data into actionable insights.
- Strong problem solving, collaboration, and business acumen.
- Continuous improvement mindset and ability to adapt in a dynamic environment.
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