Customer Experience (CX) Insights Specialist - Arabic Speaker

We are working with a leading infrastructure organization in the UAE that is building a new Customer Experience (CX) function. As part of this transformation, they are hiring an experienced CX Insights Specialist to play a critical role in shaping how customer data is captured, analyzed, and translated into actionable insights. This role is ideal for someone who is both hands-on and strategic, capable of working independently while also mentoring junior team members and helping build CX capability from the ground up. Key Responsibilities • Collect and analyze customer data across multiple touchpoints (digital, call center, field services, surveys, etc.) • Translate both quantitative and qualitative data into actionable business insights • Design and manage Voice of Customer (VoC) programs • Build dashboards and reports to track customer satisfaction, NPS, and CX performance • Identify customer pain points across the journey and recommend improvements • Work closely with internal teams (operations, digital, customer service) to drive CX initiatives • Support the setup and implementation of CX tools and platforms (e.g., survey tools, analytics platforms) • Mentor junior team members and contribute to building internal CX capability • Present insights clearly to senior stakeholders and influence decision-making

To be considered for this role, you need to meet the following criteria: • Arabic speaker (mandatory) • Bachelor’s degree (minimum requirement) • 6–10+ years of experience in: • Customer Experience / Customer Insights / CX Analytics • Data analysis and reporting Strong experience in: • Customer journey analysis • Voice of Customer (VoC) frameworks • Data analytics (qualitative & quantitative) • Experience with tools such as: • Qualtrics or similar (Medallia, SurveyMonkey, etc.) is a strong advantage • Strong communication and presentation skills • Experience in well-established organizations (telecom, banking, aviation, retail, government, or large corporates preferred) • Experience in the UAE or GCC is highly preferred What We’re Looking For • Someone who can build structure where none exists yet • Strong analytical mindset with the ability to turn data into business decisions • A professional who can balance execution and mentorship • Comfortable working in a newly established CX function • Able to join by June 2026 (or within short notice)