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) To view other vacancies we have, please check our website - www.blackpearlconsult.com