Join Orange Jordan Family , Where Caring, Responsibility & Boldness drive growth, innovation & collaboration!
Be part of a team that's shaping the future.
We are committed to offering the best to our customers, colleagues & stakeholders.
We keep our promises, act responsibly and speak the truth.
We are ambitious and determined and take the initiative to seize opportunities.
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Key Accountabilities:
- Lead the analysis of customer data from various sources (e.g., surveys, digital interactions, CRM) to identify trends, patterns, and actionable insights.
- Develop and maintain dashboards and reports to track key customer experience metrics and communicate insights to stakeholders across the organization.
- Design and execute market research studies to understand customer needs, preferences, and pain points.
- Apply statistical techniques to uncover hidden patterns and predict future customer behavior.
- Translate complex data insights into clear, concise, and compelling recommendations for improving customer experience and business performance.
- Collaborate with cross-functional teams to implement customer-centric initiatives and track their impact.
- Champion the use of Voice of the Customer (VoC) data to drive continuous improvement in customer journeys and service delivery.
- Manage customer journey improvement projects using continuous improvement methodologies such as Six Sigma.
- Monitor and analyze digital customer experience metrics to identify areas for optimization.
- Contribute to the development of customer segmentation strategies to personalize customer experiences and marketing campaigns.
- Ensure compliance with relevant international standards.
- Present findings and recommendations to senior management and other stakeholders.
Education & Experience:
- Bachelor’s degree in industrial engineering, business administration, or IT.
- 2-4 years of experience in customer insight, data analysis.
- Excellent communication, presentation, and interpersonal skills to effectively convey insights to diverse audiences.
- Strong data analysis and statistical skills, including data visualization platforms (e.g., Power BI , Tableau).
- Deep understanding of customer experience principles and best practices.
- Proficiency in market research methodologies, including survey design, data collection, and analysis.
- Exceptional problem-solving and analytical skills with the ability to translate complex data into actionable recommendations.
- Strong understanding of Six Sigma principles and methodologies for process improvement.
- Ability to translate technical knowledge into different contexts and communicate effectively with both technical and non-technical audiences.
- Solid project management skills with the ability to manage multiple projects simultaneously.
- Agile thinking and practice, with a focus on iterative development and continuous improvement.
- Strong logical reasoning skills with the ability to analyze complex problems and develop creative solutions.
- Excellent time management and prioritization skills with the ability to meet deadlines and manage competing priorities.
