Senior Associate, Customer Insights

Job Description

JOB TITLE

Emirati Talent – Senior Associate, Customer Insights

Role Summary

The Customer Insights plays a key role in supporting the Customer Experience (CX) team by gathering, analyzing, and reporting on resident and customer feedback across our portfolio in the MENA region. This role bridges the gap between raw data and actionable business insights. The successful candidate will assist in managing the end-to-end survey process, analyzing datasets, and visually presenting findings to help stakeholders improve community management and real estate development strategies.

ROLE PROFILE

• Survey Administration: Build, test, and deploy customer feedback surveys using Qualtrics, including relationship (quarterly), transactional (ongoing), and ad hoc surveys, ensuring accurate logic, routing, and targeting.
• Data Extraction: Extract and validate raw survey data from multiple sources, ensuring data accuracy and readiness for reporting and analysis.
• Dashboarding: Support the development and maintenance of live CX dashboards to track key KPIs (NPS, CSAT, and other metrics) across communities.
• Data Analysis: Clean, process, and analyze datasets to identify trends, pain points, and opportunities, with scope to expand into advanced analytics.
• Reporting & Visualization: Translate insights into clear, concise PowerPoint reports for stakeholders, supporting monthly operational and quarterly strategic reporting.
• External Research Support: Coordinate with external agencies on ad hoc research, including RFPs, survey design, recruitment criteria, analysis direction, and final reporting.
  

Requirements

• Analytical & Data Skills: Strong ability to interpret data, identify trends, and draw insights from customer datasets.
• Excel Proficiency: Advanced skills in Excel (PivotTables, VLOOKUPs, Power Query, basic macros, data visualization).
• Survey Tools: Experience with Qualtrics or similar survey platforms; strong technical aptitude preferred.
• Presentation & Communication: Proficient in PowerPoint with strong data storytelling and clear verbal/written communication skills.
• Personal Attributes: Empathetic, curious, and collaborative team player with strong self-awareness and stakeholder focus.
• Qualifications & Experience: Bachelor’s degree (Marketing, Business, Design, Data Analysis or equivalent) with 1–3 years of relevant experience.
  

What We Offer

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.