Survey Analyst

Role Overview

Strategic and Financial Responsibilities

• Assist with the RTA survey strategy and KPI regime, including treatment of data received from RTA.
• Analyze trends, recommend viable improvements, and support performance insight reporting for strategic decisions.
• Monitor survey KPIs tied to contractual penalties and incentives under the O&M Agreement.
• Ensure survey data submitted for attribution processes is accurate, transparent, and defensible.

Stakeholder and Operational Responsibilities

• Prepare reports and presentations with charts, graphs, and narratives for technical and non-technical audiences.
• Track, analyze, and interpret RTA survey results and build related reports and dashboards.
• Maintain updated and retrievable data for ad hoc reports requested by senior management.
• Collaborate with the BI team to map survey KPIs accurately into Power BI dashboards.
• Contribute to digital reporting improvements and follow management system procedures and governance standards.
• Protect the security and integrity of performance, finance, and customer information.

Scope and Collaboration

• Provide data and analysis across all RTA survey categories for Dubai Metro and Tram.
• Coordinate monthly data consolidation, validation, and recommendations with up to five departments.
• Support monthly attribution processes with the RTA and manage multiple concurrent survey projects and reporting cycles.
• Promote performance awareness and support knowledge-sharing within the Performance team.

Minimum Qualifications and Experience

• At least 1 year of experience in a customer-facing role within a metro and tram environment.
• Proven experience delivering on-time KPI reporting and performance analysis.
• At least 2 years of experience using Microsoft Excel with excellent numerical and PC knowledge.
• At least 6 months of experience in document management.
• Good knowledge of transport performance regimes within a large public transport organization, preferably rail.
• Experience with customer satisfaction or mystery shopping survey regimes is desirable.

Skills and Training

• Fluency in English is required.
• Proficiency in Microsoft Office Suite is required.
• Familiarity with Power BI or data reporting systems is preferred.
• A related degree, high diploma, or formal training in performance management, data analytics, or transportation management is desirable.