CX Analyst

Financial Job Dimensions

Degree of supervision

General supervision over operational activities

Level of Authority

General Authority over daily functional operation

Purpose of the Job

Business Analysts identify, define, and document business processes and software requirements to develop and enhance digital/technical products or platforms (e.g., Sitecore, Qualtrics, Chatbot …etc.). They liaise between business and CX/IT teams by facilitating communication and determining technical objectives that align with stated and unstated business needs from customer experience.

Key Accountabilities: Description

Design and Implementation of IT and digital solutions as per defined priority and business requirements that will result in higher business efficiency, greater savings, and higher productivity

Perform Functional Support for Stream for Level 1 and Level 2 and maintain the SLA KPI on a monthly basis to maintain business continuity

Collect and analyze customer experience data to identify trends and opportunities for improvement in CX for significant activities

Prepare SOPs, technical training, documents & guidelines for Stream end user support

Key Accountabilities: Performance Indicators

Deliver solutions to business as per Hoshin

Survey results - 85% - Breach SLA % - 95 - Effective communication & Resolution details % - 90%

Deliverables of Dashboards and data integration projects according to Business requirements

100% Application Support

Major Activities

Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for business needs.

Support senior managers in critical decisions on business strategy and digital marketing. Day-to-day management of digital business development team as well as hosting partners and third-party developers (contractors/partners) to ensure technical quality, product quality, and efficient use of resources.

Understand technical options, limitations, costs, and risks. Communicate tradeoffs to business partners and work with them to shape requirements accordingly.

Exercise functional business analysis to current implementation and provide recommendations as well as change analysis to improve customer experience.

Ability to manage and work with multiple teams to ensure completion of all required activities in a timely manner.

Identify ongoing and future technology trends relevant to the Stream.

Works with marketing managers and business leaders to ensure business solutions are properly defined, scoped, and released on schedule.

Support the team to ensure the delivery of Change Requests, Incidents, and Service Requests are maintained in agreed SLAs.

Communicates regularly with the Manager and team members on the status of own deliverables.

Works closely with the IT team to identify and address infrastructure needs necessary to support application integration between digital solutions/applications

Works closely with and manages external vendors and associated projects

Delivers valuable insights, from business case to blueprinting to go-live, based on previous implementation experience with the end-to-end project lifecycle.

Job Context

• The job requires advanced Qualtrics, Websites CMS, and data analysis knowledge in UI/UX.
• The job directly impacts data analysis and customer experience outcomes through digital platforms.
• The job has a direct impact on maintaining the dashboard and data consolidation.
• The job holder has a direct impact on managing delivery of Project and Change Requests as per the timeline

Framework, Boundaries & Decision Making Authority

• The job holder can review, develop, update, and monitor CX dashboards and ensure data validity.
• The job holder is responsible for ensuring compliance with government and company policies and regulations.
• The job holder has full control over addressing complaints and Resolving problems

Organizational / Functional Strategic Focus

• The job has a crucial supportive role in improving guest services by applying a CX-centric approach/Focus and technology.
• The job has a crucial supporting role in ensuring Model information and flows using UX best practices for a seamless engagement.
• The job holder has a strategic role in developing and monitoring the team while developing a succession plan within the department

Minimum Qualifications

BSc. in Information Technology, Computer Science, Information Systems, or related discipline

Minimum Experience

• +2 years in IT, CX, e-commerce, business analysis, digital technologies, and automotive operations experience
• Working knowledge of current digital technologies and platforms (e.g. Websites CMS, SAP Qualtrics, etc.) and Project Management knowledge.
• Proven ability to effectively contract and work with agency partners
• Some knowledge and understanding of the SAP platform and future roadmaps
• Experience in leading the execution of projects through SDLC and Agile.
• Continuous learner – takes initiative to stay current on marketing and technology best practices and thought leadership
• Strong orientation toward continuous improvement

Job-Specific Skills

Time Management, Management of Personnel Resources, Monitoring and Implementation

Active Learning, Stress Tolerance, Achievement/Effort, Awareness, and Problem-Solving Skill

Languages

Arabic / English

Special Certifications / Membership

SCE Certificate/Membership

Competencies