DohaAbout Your JobAs a Customer Experience Analyst with the Cargo Customer Experience Team, you’ll apply your intellectual curiosity in identifying and capturing business objectives related to Customer Experience projects such as Customer Relationship Management (CRM) and Voice of the Customer (VOC) as well as business processes improvements for the respective Customer Experience requirements.
You will be leveraging your high analytical abilities to contribute to key insights and optimized solutions that have an impact on the customers and / or business / systems.
This will include the development of scalable and drillable reports, visual analytic suites, ad-hoc analysis and in-depth analysis at a tier / market / segment levels for the CRM purposes.
You will flag performance issues or unusual changes pro-actively to ensure customer service delivery units can respond accordingly.
and provide customer data insights actionable at each customer touch point through the development of relevant visualizations of customer value drivers.
The creation of this new role comes at an exciting time in the business and this position will be instrumental in providing analysis and business reporting for the long term strategic development and performance monitoring functions in order to enhance customer experience.
You will continuously monitor the effectiveness of reporting and analytics used to ensure optimal value to the business, modifying or operationalizing new metrics and dashboard products as needed.
About YouTo be successful in this role you should be have a Bachelor’s Degree or equivalent with specialization in Mathematics, Statistics, Operations Research or related area.
You are expected to have minimum of 4 years of job-related experience ideally working with CRM and / or Customer Service Systems in a multinational organization.
Expertise in reports and analysis of complex customer and commercial data, Microsoft Excel, specialist skills in different analytical and visualization systems and tools such as SAS, SQL, Power BI, SAP, Lumira, etc.
are required for this role. It is also essential to have skills in data extraction, transformation and visual analytics, account / portfolio / client management.
It is important to have expert understanding of the Customer Service Dynamics in the airline and / or hospitality industry and the system and procedural requirements with regards to Customer Experience.
Excellent English communication skills are mandatory as are well developed interpersonal skills. You should be a self-starter who can anticipate business needs and fulfil on them in a proactive manner.