Job Purpose: 

The Voice of Customer (VoC) Insights Analyst is responsible for analyzing and reporting customer feedback to drive actionable insights and improve customer experience. The VoC Insight Analyst will work closely with the Senior VoC Manager and Customer Market Insights Function to ensure that customer feedback is effectively utilized and implemented by the brands.

Accountabilities (but not limited to):

Data Analysis

• Writing and consistently improving VoC questionnaires
• Analyzing data to identify trends, issues, and opportunities for improvement.
• Creating and maintaining regular reports and dashboards that highlight key insights and metrics.

Cross-Data Connection

• Integrate VoC findings with other data points to provide comprehensive recommendations.

Insights Reporting

• Create detailed reports and dashboards that inform business decisions.

Stakeholder Support & Action Plans

• Present insights to stakeholders to drive CX improvements
• Collaborate with different departments (e.g., marketing, product development, customer service) to ensure VoC insights are integrated into their processes.
• Assist in the development and implementation of action plans based on VoC data.

Customer Advocacy

• Act as an advocate for the customer within the organization, ensuring that customer feedback is considered in decision-making processes.
• Develop initiatives to improve customer experience based on VoC insights.

Competencies – Functional (job specific):

• Data Analysis: Expertise in analyzing large datasets for insights.
• Data Storytelling: Strong ability to communicate findings clearly.  
• Insights Synthesis: Ability to connect survey insights with business data.
• Reporting: Proficient in developing actionable reports.

Qualifications: 

• Bachelor’s degree in Analytics, Marketing, or Business.
• 3-5 years in data analytics or customer insights roles.
• Proficient in English and Arabic. 
• Proficient in data analysis tools (Power BI, Tableau), VoC tools (Medallia, Qualtrics, Sprinklr).
• Analytical thinking, attention to detail, and storytelling with data.