77 Cx Analyst jobs in Saudi Arabia

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

*Customer Insights and Analytics Partner - Riyadh - Saudi Arabia
Important notes: *

• The successful candidate must be based in Riyadh, Saudi Arabia, or be willing to relocate there

By concentrating on healthcare's toughest challenges, we've been able to make many major breakthroughs, improving lives around the world. But there's still work to be done.
*The Opportunity *
As a Customer Insights and Analytics Partner, you drive customer centricity and personalized engagement across the Middle East by designing and implementing a cross-regional Customer Insights Strategy, guiding local insight generation, and ensuring alignment with global frameworks.

Reporting to the Middle East Customer Experience and Omnichannel Engagement Lead, you lead the rollout of customer journey mapping and collaborate with regional and affiliate teams to ensure consistent application of strategies and governance structures.

*Your Impact *

• Oversee market research vendor management and local market research initiatives to inform the DA CE Strategy, including partner score and Voice of Customer (VoC) insights
• Collaborate with key stakeholders, such as PPoCs, to validate customer segments for the Customer Insights Strategy
• Measure the effectiveness of digital campaigns and share insights to improve future learning cycles
• Support the CX&I Network team with analytics and insights reports, such as Partner Index, CI, market surveys, and DA/Brand market research, highlighting opportunities and risks
• Support the ME countries and the business shifting to insights-driven decision making, including external market data, competitive insights, and other relevant datasets from external sources
• Provide strategic analysis for business planning and forecasting in partnership with internal stakeholders and enablers
• Establish a trusted partnership with Global teams by sharing regional and local feedback, needs, and insights on segmentation tools and software (e.g., EpiCX)
• Generate actionable insights for all customer types (patients, HCPs, payers, etc.), ensuring high-quality data and reporting
• Foster a culture of learning and sharing by gathering feedback, best practices, and success stories from affiliates, while ensuring compliance with regulatory requirements for all activities

*Who You Are *

• You have experience in pharmaceutical companies or within one of the top 5 consulting firms, working with pharmaceutical clients
• You hold a Bachelor's degree in a scientific, technical, engineering, digital, economic, or business discipline; an advanced degree in life sciences and/or an MBA is a plus
• You have experience in digital marketing, marketing business analytics, and confirmed expertise in segmentation and insights generation
• You have the ability to influence and provide strategic recommendations to the DA team, grounded in insights and analytics
• You have a proven track record in leading cross-functional projects effectively
• You are a visionary leader who leverages innovative strategic approaches to gain deep customer insights and build a comprehensive understanding of their needs
• You inspire teams to take bold decisions and take actions that continuously enhance the customer experience
• You provide clarity on priorities based on insights and segments, enabling teams and networks to amplify successful customer strategies
• You help network and affiliate teams develop the skills and mindset to transform data into meaningful customer insights
• You excel in collaborative network ways of working, risk-taking, experimentation, learning agility, outcomes-based planning, systems thinking, customer centricity, deep listening, insights generation, social media listening, segmentation, profiling, and performance analytics

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.

Ready to learn more about us?

We were founded in 2010 with a dynamic and agile start-up spirit. The trust of around 30 million customers and 250,000 sellers has made us the first decacorn in Turkey. Our success is backed by renowned investors such as Alibaba, General Atlantic, Softbank, Princeville Capital and several sovereign wealth funds. In 2022, we opened our first dedicated international office in Berlin and expanded to Amsterdam, Luxembourg and London. And that's just the beginning

Tech at the root

We believe that technology is the driver and e-commerce is the outcome. Thanks to the dedication of our team, we have become one of the top 5 e-commerce companies in EMEA and one of the fastest growing worldwide. We currently deliver over 1.5 million parcels daily to 27 countries.

Growth is in our DNA

As a young and dynamic company, we are constantly growing and expanding. With Trendyol Tech, one of the leading R&D centres, Trendyol Express, the fastest growing delivery network, Dolap, the largest platform for second-hand goods, and Trendyol Go, our instant food and grocery delivery service, we are gearing up to become the world's leading e-commerce platform.

Focused on positive impact

Our vision goes beyond business success. We strive to make a sustainable and positive impact on our customers, business partners, and society. By digitizing merchants and SMEs, helping businesses grow, and promoting women's economic empowerment, we are dedicated to creating a better future.

ABOUT THE TEAM

Trendyol International offers an exciting growth environment with significant opportunities to drive strategic change and meaningful results. We build and continue to invest in world-class end-to-end operations and look for leaders to shape decisions for long-term success.

We are seeking a curious and driven Customer Experience Insights Professional to join our international growth journey, focusing on uncovering local consumer insights in Gulf. You will leverage your local knowledge and expertise to help shape strategies, improve customer experience, and drive business growth. You'll join a small, agile team responsible for all international consumer insight and research initiatives.

• • Discover key consumer insights that inform growth strategies and enhance customer experience.
• Collaborate closely with internal stakeholders to address insight-related requests and support decision-making.
• Manage end-to-end research processes for quantitative (questionnaire preparation, data analysis) and qualitative studies (interview guides, focus group/moderation, insight generation).
• Translate research findings into actionable insights and recommendations for cross-functional teams.
• Analyze customer feedback from surveys, operational data, contact centers, social media, and research studies to identify pain points and opportunities.
• Benchmark competitors and perform test orders to evaluate first-hand customer experiences.
• Propose new research projects, methodologies, and initiatives to enhance consumer centricity.

• • Bachelor's degree in Statistics, Business Administration, Economics, or related fields; Master's is a plus.
• Extensive experience in service sectors (FMCG, finance, telecom) or market research agencies; e-commerce experience is a plus.
• Strong knowledge of market research methodologies; experience in both qualitative and quantitative research is highly valued.
• Customer-centric and analytical mindset with the ability to turn data into actionable insights.
• Excellent communication, persuasion, and teamwork skills; able to thrive in a fast-paced, dynamic environment.
• Native in Arabic with excellent verbal, written, and presentation skills in English.

JOIN US AND

• Take responsibility from day one and develop your skills with a talented and diverse international team.
• Experience open communication, flexibility, and a start-up spirit in our unique culture.
• Tackle big challenges in e-commerce with Agile practices and encourage growth by learning from mistakes.
• Join creative and focused teams that prioritize collaboration and problem-solving.
• Access our extensive training platform for continuous learning and personal growth.
• Benefit from the support of a global team of experts with mentoring and professional development opportunities.
• Focus on talent and potential, not just job titles.
• Connect with teammates regardless of physical distance through events, meetings, and social activities.
• Enjoy competitive benefits such as Trendyol shopping budget, central and international office locations, and top-of-the-line technical equipment.

We're looking forward to receiving your application

We offer a hybrid model that combines the productivity of remote work with the bonding and collaboration of in-office work. Teams are expected to work from our offices on designated days each week, fostering team spirit, creativity and cross team collaboration as part of our culture.

We also provide a summer working model, with a two-month fully remote work opportunity during July and August.

The hybrid working model only applies to hybrid roles; on-site roles require regular office presence.

Discover more about our #LifeatTrendyol and our culture on our Website, LinkedIn and YouTube channels.

At Trendyol, we believe in the power of an inclusive workplace. We value diversity and believe that every team member contributes to our vibrant culture. Our platform is for everyone, and so is our workplace. We encourage the representation and amplification of diverse voices in our business, as it allows us all to thrive, contribute, and shape the future together.

Job Description

• Collect, clean, and transform structured and unstructured datasets from multiple sources (databases, APIs, data warehouses, and flat files) for analysis.
• Develop, maintain, and optimize SQL queries, stored procedures, and ETL pipelines to ensure reliable data flows.
• Perform statistical analysis, hypothesis testing, and predictive modeling to extract actionable insights and support decision-making.
• Create advanced dashboards and reports using tools such as Power BI, Tableau, or Looker, ensuring KPIs are tracked and visualized effectively.
• Collaborate with data engineers and business stakeholders to define data requirements and ensure alignment between technical outputs and business needs.
• Apply data mining, clustering, and regression techniques to detect patterns, trends, and anomalies across large datasets.
• Document methodologies, maintain reproducibility of analysis, and adhere to best practices for version control and code management (e.g., Git).

Job Requirements

• A degree in computer science, data science or any other relevant field. A master's is a plus
• 4 years of experience in relevant fields
• Data Engineering & Querying: Strong proficiency in SQL
• Visualization & Reporting: Advanced skills in BI tools (Power BI, Tableau, Looker, or equivalent) and ability to design performance-optimized dashboards.
• Data Wrangling: Ability to handle raw, messy data—cleaning, normalizing, feature engineering, and managing large datasets with performance considerations.
• Cloud & Analytics Tools: Familiarity with cloud platforms (GCP BigQuery, AWS Redshift, Azure Synapse) and distributed data systems (Spark, Hadoop) is a plus as well as hands-on experience on Dataiku is a plus.

We are seeking a dynamic and detail-oriented Customer Experience Supervisor to lead our Customer Experience team. This role is pivotal in ensuring an exceptional customer journey, from initial contact through post-sale support. The ideal candidate will possess strong leadership skills, a passion for customer service, and a commitment to continuous improvement.

Responsibilities:

• Supervise and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance metrics, providing regular feedback and conducting performance reviews.
• Promote team engagement through regular team-building activities, recognition programs, and open communication channels to encourage collaboration and morale.
• Organize ongoing training sessions to equip team members with the skills needed to excel in their roles.
• Identify and recommend process enhancements to improve efficiency and the overall customer experience.
• Handle escalated customer complaints and inquiries with a focus on resolution and customer retention.

Requirements:

• Bachelor's degree in Business Administration, IT or related field.
• 3+ years of experience in customer service.
• Strong leadership skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer service software and ERP systems.

Key Responsibilities:

• Become the Voice of the Customer:
  gathering and analyzing customer feedback through various channels (surveys, call center, social media, direct interactions) to understand their needs, pain points, and overall sentiment.

• Map and Optimize the Customer Journey: I
  dentify and map all customer touchpoints, from initial contact and after delivery assistance. The goal is to pinpoint opportunities to eliminate friction and create a more seamless and positive experience.

• Collaborate for a Better Experience:
  work closely with cross-functional teamwork to ensure that customer insights are integrated and made into business decisions and solutions, from new product features to communication strategies.

• Track and Report on Success:
  Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and use data to create reports and provide actionable insights to leadership.

• Drive Continuous Improvement:
  Based on your analysis and collaboration, you'll develop and implement initiatives to enhance the customer experience. This includes proposing new processes, tools, or training programs that lead to greater customer experience and satisfaction.

Academics and certification:

• Bachelor degree in relevant majors such as (Business Administration, Marketing, Communications, or related field.)

Core Competencies

• Emotional Intelligence
• Analytical Skills
• Communication Skills
• Problem-Solving and Critical Thinking
• Collaboration and Teamwork
• Adaptability and Resilience
• Customer-Centric Mindset

1. Job Purpose

Lead and develop initiatives that enhance the overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on the industry’s best practices based on research and results analysis, foster a culture of customer-centricity, DACO’s brand advocacy.

2. Position Accountability Description

Strategic Leadership

1. Develop and lead the implementation of a comprehensive customer experience strategy for DACO, ensuring alignment with organizational goals and strategic objectives.
2. Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting DACO's long-term objectives.
3. Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with DACO’s strategic goals.

Operational Excellence

1. Develop passengers’ personas through research & data collection of demographics, travel behaviours and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travellers needs.
2. Identify all the touchpoints that passengers encounter with DACO’s airports starting from “homes” to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
3. Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers’ needs and preferences, making informed decisions that enhance the overall experience.
4. Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve DACO’s KPIs at National and International programs.
5. Ensure the continuity of DACO’s membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers’ experience.
6. Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
7. Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
8. Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
9. Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
10. Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
11. Oversee the monitoring and implementation of GACA’s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA’s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.

Stakeholder Management

1. Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
2. Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
3. Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.

Team Leadership and Development

1. Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
2. Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
3. Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
4. Ensure team members are adherence to DACO’s values, and customer experience department policy and procedures.

Financial Management

1. Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
2. Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
3. Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.

Innovation and Continuous Improvement

1. Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
2. Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with DACO’s strategic objectives.
3. Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.

AtkinsRéalis is looking for a Customer Experience Expert in Riyadh, KSA .

About AtkinsRéalis

Created by the integration of long-standing organizations dating back to 1911, AtkinsRéalis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital.

The Customer Experience Expert will play a vital role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on analyzing customer feedback, optimizing service delivery, and implementing initiatives that prioritize the needs and expectations of metro users. The expert will work closely with operational teams and stakeholders to ensure a seamless and positive customer journey.

Key Responsibilities:

• Enhance customer satisfaction by identifying service gaps and implementing customer-focused initiatives.
• Analyze feedback from passengers and stakeholders to identify trends, issues, and opportunities for improvement.
• Optimize service delivery across all customer touchpoints, ensuring consistency, responsiveness, and quality.
• Collaborate with O&M Contractors and internal teams to align service standards with customer expectations.
• Develop and monitor customer experience metrics and performance indicators.
• Support the design and execution of customer engagement programs, surveys, and outreach activities.
• Provide recommendations to the Employer for improving passenger experience and service quality.

Qualifications & Experience:

• Bachelor’s degree in Customer Relations, Business Administration, or a related field.
• Minimum 5 years of experience in customer service management, preferably within transport or infrastructure sectors.
• Strong analytical skills to interpret customer data and drive actionable insights.
• Excellent interpersonal and communication skills, with the ability to engage effectively with passengers, contractors, and internal teams.

Preferred Attributes:

• Experience in metro or railway operations.
• Familiarity with customer satisfaction tools, CRM systems, and service quality frameworks.
• Ability to work in a dynamic, customer-facing environment with a focus on continuous improvement.

Why choose AtkinsRéalis?

• Tax-free salary.
• Life insurance coverage.
• Comprehensive medical insurance coverage.
• Paid Annual leave.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Relocation assistance.
• Transportation & housing allowances.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, as well as personal health, fitness, and nutrition consulting.

AtkinsRéalis is committed to eliminating discrimination and encouraging diversity amongst our workforces. We aim to provide quality and fairness for all job applicants and employees and not to discriminate on grounds of gender, marital status, age, race, ethnic origin, religious conviction, or disablement. We oppose all forms of unlawful treatment and discrimination.

Our aim is for the company to be representative of all sections of society and that each employee feels respected and able to give their best. We are committed to a policy of treating all our employees and job applications equally.

We pursue this commitment by:

• Having clear and concise procedures and guidelines for both line managers and employees to ensure policies are fully understood and implemented.
• Complying with the relevant employment legislation and codes of practice.
• Ensuring that all existing employees, potential employees, colleagues, and customers are treated equally and with respect.

Arthur Lawrence is urgently looking for a Manager – Customer Experience Support for a client in Riyadh, KSA. Kindly review the Job requirements below. Your immediate application will enable us to place you successfully.

• 10+ years of experience in digital banking platform support and operations.
• Proven expertise in IT infrastructure, including networking (LAN/WAN, firewalls, switches/routers), middleware integration, incident/problem management, SRE practices, backup/recovery, and SLA monitoring.
• Hands-on experience in the banking sector, particularly with banking applications infrastructure, risk/compliance system support, and business continuity planning.
• ITIL 4 certification, fluency in Arabic and English, and strong understanding of SAMA, NIST, IFRS, and ITIL standards.

• Bachelor’s degree in IT, or related field.
• Familiarity with CRM/CX platforms such as Genesys or Twilio, and working knowledge of Agile/Scrum methodologies.

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services. Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ Fast 100 Private Companies Award in 2017.

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients: Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship. Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation.