Senior Associate - CX Analytics

Job Purpose

1. VoC Platform Setup & Management

• 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.

2. Survey Design & Quality Assurance

• 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 (elevated from “translate the survey”).
• Perform survey testing (UAT) and monitor live surveys to ensure error-free execution.

3. CX Data Analysis & Insights

• 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.

4. Reporting & Presentation

• Prepare monthly and quarterly CX performance reports, ensuring accuracy, clarity, and alignment with leadership expectations.
• Tailor reporting outputs to different audiences—detailed analytics for working teams and executive summaries for senior management.
• Support Group CX with ad-hoc deep-dive analyses, insights requests, and performance reviews.
• Verify VoC scores from entities using an alternate VoC platform

5. Collaboration & Stakeholder Support

• Work closely with Segment CX Leads to ensure surveys are correctly designed, launched, and interpreted.
• Provide ongoing support and guidance to segment teams on CX measurement, dashboards, and insights.
• Collaborate with Digital, IT, Operations, and Marketing teams to ensure data accuracy, system integrations, and end-to-end customer experience alignment.

6. Continuous Improvement

• Continuously refine survey logic, dashboards, and reporting for clarity, reliability, and better decision-making.
• Support the evaluation and rollout of new VoC features, modules, and technologies.
• Ensure CX insights are connected to improvement plans and track progress against key CX KPIs.

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. (or equivalent experience)

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.