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.