Senior Associate - CX Analytics

Job Purpose

The Senior Associate – CX Analytics provides advanced analytical, technical, and operational support to the Group CX Function at Modon.

The role is responsible for managing the Voice of Customer (VoC) program across Modon’s diverse portfolio—hospitality, real estate, communities, destinations, events, and experiences—ensuring accurate feedback capture, high-quality reporting, and data-driven insights that support decision-making at Group and Segment levels.

The role also supports the setup, governance, and continuous enhancement of Modon’s CX measurement frameworks, dashboards, and analytics tools.

Roles, Responsibilities, Duties

1. VoC Platform Setup & Management

• Configure, maintain, and optimize surveys and workflows within the VoC platform, ensuring proper logic, triggers, conditions, and data routing.
• Oversee end-to-end VoC platform governance, including user permissions, segment structures, metadata, and dashboard templates.
• Conduct systematic quality checks to ensure surveys, dashboards, and data flows function accurately and reliably.
• Manage SMS, WhatsApp, and email gateways for customer surveys and communications, ensuring they run smoothly and work with CX platforms.

2. Survey Design & Quality Assurance

• Develop clear, concise, and structured surveys (NPS, CSAT, CES, event feedback, post-visit, etc.) aligned with Modon’s CX framework.
• Review and quality-check Arabic and English survey versions to ensure linguistic accuracy, clarity, and cultural relevance (elevated from “translate the survey”).
• Perform survey testing (UAT) and monitor live surveys to ensure error-free execution.

3. CX Data Analysis & Insights

• Collect, analyze, and interpret CX data from multiple channels including surveys, digital interactions, reviews, and operational feeds.
• Produce segment-level and enterprise-level dashboards and insights, using charts, trend lines, and breakdowns suitable for leadership and operational teams.
• Conduct sentiment analysis and thematic analysis using VoC platform tools to identify issues, drivers, and opportunities.
• Translate data into clear, actionable insights and recommendations that support experience improvement initiatives.

4. Reporting & Presentation

• Prepare monthly and quarterly CX performance reports, ensuring accuracy, clarity, and alignment with leadership expectations.
• Tailor reporting outputs to different audiences—detailed analytics for working teams and executive summaries for senior management.
• Support Group CX with ad-hoc deep-dive analyses, insights requests, and performance reviews.
• Verify VoC scores from entities using an alternate VoC platform

5. Collaboration & Stakeholder Support

• Work closely with Segment CX Leads to ensure surveys are correctly designed, launched, and interpreted.
• Provide ongoing support and guidance to segment teams on CX measurement, dashboards, and insights.
• Collaborate with Digital, IT, Operations, and Marketing teams to ensure data accuracy, system integrations, and end-to-end customer experience alignment.

6. Continuous Improvement

• Continuously refine survey logic, dashboards, and reporting for clarity, reliability, and better decision-making.
• Support the evaluation and rollout of new VoC features, modules, and technologies.
• Ensure CX insights are connected to improvement plans and track progress against key CX KPIs.

Qualification:

• Bachelor’s degree in Business Analytics, Marketing, Data Science, Statistics, Information Systems, Business Administration, or a related field.
• Certificates in analytics, customer experience, or VoC platforms are a plus. (or equivalent experience)

Experience:

• 5–8 years’ experience in Customer Experience, VoC programs, analytics, insights, or related roles.
• Experience working with VoC or survey platforms (e.g., Qualtrics, Medallia, Xebo, QuestionPro, etc.).
• Proven experience developing surveys, managing feedback programs, and conducting QC.
• Demonstrated ability to analyze data, build dashboards, and present insights clearly.
• Experience in hospitality, real estate, destinations, or multi-asset environments is preferred.

Competencies:

• Advanced analytical skills and data literacy, with strong attention to detail.
• Solid understanding of customer experience principles and metrics (NPS, CSAT, CES, etc.).
• High proficiency in Excel and data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and presentation skills; able to translate data into actionable insights.
• Strong problem-solving, collaboration, and business acumen.
• Continuous improvement mindset and ability to adapt in a dynamic environment.