Job Detail

specialist Customers Insights - Al Nahiya Group

Date Posted: Jun 24, 2022

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Help identify appropriate measures of customer experience and key performance indicators (CSAT, NPS, etc.) to measure user satisfaction with government services in Abu Dhabi, and support results analysis to identify areas of enhancement
Understanding the behaviors and needs of the customer and supporting reporting that focuses on keyresults and consumer trends
Help manage the Customer Opinion platform to learn customer impressions of the Abu Dhabi government service experience at every point of communication in different channels
Support the preparation of longitudinal reconnaissance studies to access analysis on the needs of the advanced customer in various channels
Help analyze customer data collected from different social media platforms and experimental tests of service in various channels
Support the collection and analysis of customer feedback, complaints and requests
Support the implementation of hidden shopping operations, trend analysis and focused discussion sessions to analyze the customers experience from a quantitative and qualitative perspective
Support for operational performance (e.g. accident management, complaint management, case resolution, etc.)
Help collaborate with other departments at the level of government services and share lessons learned to improve services at each stage

Perform any duties or career activities appointed by the direct manager.
Take responsibility in line with the departments governance, policies and procedures

Compliance with company Authoritys Risk Management and Corporate Excellence Guidelines
Contribute to the preparation of the required reports according to the requirement of reporting internally within the Authority and externally when needed
Find and identify new ideas and opportunities to adopt innovative solutions or methods to meet challenges or enhance activities based on functional requirements

Identify and search for professional development opportunities to proactively improve technical capabilities and skills related to the offices functional requirements