Overview

Lead, Customer Insights Jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates at TAQA Distribution

Title: Lead, Customer Insights

Company: TAQA Distribution

Location: Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates

Job summary:

The Lead of Customer Insights is a highly analytical role dedicated to managing and interpreting the Voice of the Customer (VoC). Reporting to the Manager of Customer Journey & Excellence, this professional will own the VoC dashboard infrastructure, leveraging data from Microsoft Dynamics CRM to uncover trends, track core metrics, and present compelling, data-driven narratives to executive leadership and cross-functional business lines.

Responsibilities:

Policy, Procedures, Process and Systems

  • Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.

Reporting

  • Ensure that all reports are completed timely and comply with the business and organization’s policies and standards.
  • Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.
  • Comply with organization’s requirements in a timely manner.
  • Lead the development of a plan to gather, analyze, and interpret customer data and insights. Identify the most relevant data sources, design research methodologies, and implement data collection processes.
  • Lead the effort to gather customer feedback, conduct surveys, interviews, and focus groups to understand customer needs, preferences, and behaviors.
  • Develop customer personas and segmentation models. This involves categorizing customers into distinct groups based on their characteristics, behaviors, and needs.
  • Establish mechanisms to measure customer satisfaction and loyalty, such as Net Promoter Score (NPS) surveys or customer satisfaction surveys.
  • Oversee the tracking and analysis of these metrics to identify areas of improvement and develop strategies to enhance customer satisfaction and loyalty.
  • Identify opportunities to enhance the customer experience, improve products and services, and optimize customer touchpoints across various channels.
  • Prepare and deliver presentations to stakeholders, including senior management, to communicate customer insights, trends, and recommendations.
  • Dashboard Management:
  • Oversee and optimize the multi-tiered Power BI VoC dashboard (developed in partnership with Accenture). Ensure accurate integration of customer sentiment data across all channels (Contact Center, Chat, Email, IVR, Mobile App, Website, and Complaints).
  • Data Analytics & KPI Tracking: Continuously monitor and analyze primary performance indicators, including Customer Satisfaction (CSAT), Customer Effort Score (CES), and DGE-escalated complaints. Identify root causes of negative sentiment and build correlations between operational metrics and customer satisfaction.
  • Value Realization & Storytelling: Translate raw quantitative and qualitative data into actionable insights. Develop heat maps, executive summaries, and value realization reports that clearly articulate the "so what" behind the numbers to drive strategic decision-making.
  • Stakeholder Enablement: Provide tailored data insights to various business lines (e.g., Lean Projects, Water/Power divisions, Key Accounts) to support specific process improvements and operational efficiency goals.
  • Government Reporting Support: Lead the data extraction and reporting required for the DGE’s annual Customer Delight and Mystery Shopper evaluations. Ensure meticulous tracking and timely submission of all requested analytical frameworks.

Expected Qualifications & Skillset

  • Bachelor’s degree in business administration, Economics or equivalent
  • Experience: 7–10 years of deep expertise in data analytics, customer insights, or business intelligence, preferably within a customer service or utility framework.
  • DGE Qualifications: Possession of Department of Government Enablement (DGE) issued certificates or formal training in Customer Experience, the Effortless Program, and Customer Satisfaction.
  • Analytical Skills: Advanced analytical knowledge with the ability to structure complex datasets and extract the right insights to drive strategic, organization-wide action.
  • Business & Financial Acumen: Strong financial and project management understanding required to build data-driven business cases and measure the financial value realization of CX initiatives.
  • Communication & Presentation: Expert at data storytelling, possessing a strong ability to distill complex data into clear, executive-level PowerPoint decks and presentations for leadership.
  • Professional Certifications: Project Management Professional (PMP) or equivalent formal project management qualification is required. Microsoft Power BI Data Analyst Associate, Certified Customer Experience Professional (CCXP), or advanced degrees in Data Analytics/Statistics are highly recommended.

Apply

Upload your CV/resume or any other relevant file. Max. file size: 800 MB.