Customer Experience (CX) Analyst

Al-Bahar BackgroundMohamed Abdulrahman Al-Bahar founded in 1937, is a leading business house in the Arabian Gulf with a vision to become the number one provider of customer value in construction equipment, energy and transportation, and materials handling industry.Al-Bahar are dealers of Cat® machinery, heavy equipment and power systems for a wide variety of applications, including earthmoving, building and construction, mining, road making construction, demolition, waste and scrap handling, electric power generation, marine propulsion etc.With more than 2,000 committed employees, Al-Bahar offers a highly engaging and supportive work environment in a culture that values, recognizes and rewards quality performance.Our Human Resources Critical Success Factors are:Continue to build and strengthen intellectual capital by hiring and retaining quality people, rewarding performance, and providing them with growth opportunities.Job SummaryThe Customer Experience (CX) Analyst will play a key role in embedding a customer-first culture across the organization by designing, managing, and continuously improving customer experience initiatives. This role is responsible for mapping customer journeys, managing feedback programs, driving customer advocacy, and translating CX insights into actionable improvements that enhance satisfaction, loyalty, and business performance.Key ResponsibilitiesChampion a customer-first culture and ensure customer experience best practices are embedded across departments and processesMap, analyze, and optimize end-to-end customer journeys to identify key touchpoints, pain points, and improvement opportunitiesManage and track customer experience survey programs, including feedback collection, analysis, and closed-loop follow-up actionsOversee customer advocacy initiatives such as testimonials, case studies, reviews, and referral programs to strengthen brand credibility and trustPromote CX culture through structured training programs, internal communications, and advocacy initiativesAnalyze customer experience insights, metrics, and trends, and deliver clear, actionable recommendations to enhance the overall customer experienceCollaborate with cross-functional teams to implement CX improvements and monitor their impactTrack key CX metrics (e.g., NPS, CSAT, CES) and prepare regular performance reports for managementQualifications & ExperiencesBachelor’s degree in Business Administration, Marketing, Customer Experience, or a related field5–6 years of experience in customer experience, customer insights, service design, or a related roleHands-on experience with customer journey mapping, survey tools, and feedback management systemsStrong analytical skills with the ability to translate data into practical business insightsExperience working in cross-functional environments and driving change initiatives