Customer Experience Analyst – Retail_ Aldar Retail Management

Aldar Retail Management is looking for a Customer Experience (CX) Analyst to support the implementation of our CX strategy by analyzing customer feedback, generating actionable insights, and tracking performance across all touchpoints. This role plays a key part in delivering seamless, engaging experiences for our guests, coordinating CX initiatives, and managing customer issue tickets across the business.Key Responsibilities:CX Insights & ReportingAnalyze customer feedback from surveys, social media, emails, service desks, websites, and mystery shopping.Prepare regular reports tracking NPS, CSAT, CES, complaint trends, and mystery shopper results, and respond to ad-hoc data requests.Identify trends, pain points, and opportunities using quantitative and qualitative methods.Develop presentations and share actionable insights with internal stakeholders to drive improvements.Collaborate with Customer Service teams and CX platform managers to ensure data quality and consistency.Operational Excellence & Service DeliveryMonitor and manage customer tickets and complaints, ensuring timely follow-up and resolution.Collaborate across departments and escalate issues when necessary.Generate monthly reports on resolution times, SLA compliance, and recurring issues.Conduct root-cause analyses and recommend process improvements.Support adoption of CX tools and processes that enhance guest convenience and accessibility.CX Activations & Engagement SupportAssist in planning, coordination, and execution of CX activations, events, and in-mall initiatives.Track participation, engagement, and feedback to measure success.Coordinate with vendors and internal teams to ensure seamless delivery of initiatives.Stakeholder Engagement & CollaborationWork closely with Retail Marketing, Leasing, Operations, and Development teams to integrate customer insights.Provide timely and actionable reports to management to support decision-making and performance tracking.Key Metrics & ResultsCustomer Satisfaction: NPS, CSAT, Mystery Shopper resultsService Quality: SOP adherence, complaint resolution times, operational auditsStakeholder Engagement: Retailer feedback, cross-department collaborationBrand Impact: CX awards, PR mentions, guest testimonialsWorking ConditionsBased at Yas Mall HQ with daily interaction across multiple mall locations.Occasional travel may be required between locations depending on portfolio scope.High-touch role requiring presence during operational hours, including weekends.Qualifications & ExperienceExperience: 3–5 years in Customer Experience, Data Analytics, Market Research, or related fields. Retail, shopping mall, or hospitality experience preferred.Skills: Data analytics, qualitative & quantitative research, customer journey mapping, stakeholder influence. Familiarity with CX tools (Qualtrics, Power BI, Tableau) is a plus.Interpersonal Skills: Strong communication and presentation skills, collaborative mindset, highly organized, proactive, and detail-oriented.Education: Bachelor’s degree in Business, Marketing, Statistics, Data Analytics, or related discipline. CX certification is a plus.