CUSTOMER EXPERIENCE REPORTING & INSIGHTS TEAM LEAD

Job Description

To turn data into direction. This role leads reporting, workforce planning, and system insights that fuel smarter decisions across the Customer Experience function. By connecting dashboards to actions and aligning systems like Genesys, Salesforce, and Incadia, this role ensures we see clearly, act faster, and serve better. Over time, it will play a key role in shaping our move toward AI-powered operations.

Build and maintain clear, action-driven dashboards that track agent performance, bookings, lead conversion, QA, and NPS.
Create accurate forecasts and staffing models that support efficient, balanced workload management across brands.
Automate manual reports and streamline recurring data tasks using tools like Power BI and Excel.
Deliver sharp monthly insights and trends that inform CX, Service, and Sales decisions.
Manage gamification dashboards and ensure alignment with performance-based incentive programs.
Work closely with IT, CRM, and operations teams to align and optimize core systems: Genesys (contact center), Salesforce (CRM), and Incadia (service booking).
Act as the CX team’s systems and reporting lead in cross-functional meetings and tech-related initiatives.
Define and validate reporting requirements for enhancements, integrations, or system fixes.
(Future Scope) Support the onboarding and daily use of AI or automation tools that enhance CX intelligence and reduce effort.
Desired Candidate Profile

Any Arab National

Bachelor of Business Administration

Any

At least 3 years of experience in reporting, workforce planning, or data analysis within a service or contact center environment.
Proven ability to build powerful, visual dashboards in Power BI and Excel.
Strong understanding of Genesys Cloud or other contact center platforms.
Working knowledge of Salesforce CRM and reporting logic.
Familiarity with service booking tools like Incadia or other automotive DMS systems.
Experience managing cross-platform data and working with IT on system alignment.
Comfortable working with large datasets and producing insights that lead to real improvements.
Exposure to AI analytics or automation tools is a plus, but not essential at the start.

EDUCATION and CERTIFICATIONS

Bachelor’s degree in data Analytics, Business Information Systems, Statistics, or a related field.
Certifications in Power BI, data visualization, or workforce management are preferred.
Additional training or certifications in Salesforce or Genesys are an advantage.