About Us:
Binghatti Holding is a leading real estate and investment group based in Dubai, known for bold architecture, forward-thinking leadership, and innovation across multiple sectors. As part of our Center of Excellence, we are committed to elevating customer experience and service quality through data-driven insights and continuous improvement.
Role Summary:
We are seeking a proactive and analytical CX & Service Quality Analyst to monitor, analyze, and enhance customer satisfaction across key touchpoints. This role will work closely with internal teams to align service performance with customer expectations and strategic goals.
Key Responsibilities:
- Track and report Customer Satisfaction (C-SAT) and Net Promoter Score (NPS) across key customer journeys.
- Investigate detractor feedback to identify root causes and drive corrective actions.
- Collaborate with stakeholders to align service quality metrics with SOPs and SLAs.
- Analyze service performance data, identify gaps, and provide actionable insights and recommendations.
- Design and maintain dashboards and feedback loops to monitor KPIs across functions.
- Coordinate with Training, CRM, and CoE teams to improve service consistency and customer satisfaction.
- Conduct benchmarking and trend analysis to support continuous improvement initiatives.
Requirements:
- Bachelor’s degree in Business Analytics, Marketing, Statistics, or a related field.
- 2–4 years of experience in customer experience, performance analysis, or quality assurance.
- Strong analytical skills with proficiency in tools such as Excel, Power BI, or Tableau.
- Knowledge of C-SAT, NPS methodologies, and root cause analysis frameworks.
- Experience working with SOP/KPI governance models is a plus.
- Excellent communication and presentation skills to convey findings and influence change.
Job Type: Full-time
Application Question(s):
- What are your salary expectations?