Overview
Customer Experience Analyst Jobs in Sheraton El Matar, Cairo, Egypt at Hamat Al Sahab
Title: Customer Experience Analyst
Company: Hamat Al Sahab
Location: Sheraton El Matar, Cairo, Egypt
Company Description Hamat Al Sahab is an innovative Saudi Company headquartered in Riyadh, founded in 2022. The organization manages a diverse investment portfolio spanning water solutions, interior design, automotive services, and travel and tourism. Hamat Al Sahab focuses on building distinctive brands that deliver sustainable financial returns and strengthen its position in the Saudi market and globally. Team members join a growing, forward-looking business with opportunities to contribute to long-term value creation across multiple sectors.
Role Description The Customer Experience Analyst is a full-time, on-site role based in Sheraton El Matar. This role is responsible for collecting and analyzing customer feedback and operational data to identify trends, pain points, and opportunities for service improvement. The analyst will prepare regular reports and dashboards, document customer journeys, and collaborate with cross-functional teams to recommend enhancements to processes, communication, and service quality. Daily tasks include monitoring key performance indicators, supporting the design of customer surveys, coordinating with frontline teams to understand customer issues, and following up on action plans to ensure continuous improvement. The role also involves presenting insights to management and helping align customer experience initiatives with business goals.
Key Responsibilities
- Analyze customer evaluations, satisfaction surveys, feedback, and operational data to identify trends and recurring issues.
- Monitor customer experience and satisfaction KPIs and highlight areas requiring attention.
- Identify customer pain points, service gaps, and opportunities for improvement.
- Support the development and improvement of customer surveys and feedback collection methods.
- Review and document key customer journey touchpoints to identify areas that may impact customer satisfaction.
- Prepare regular reports and dashboards covering customer feedback, satisfaction results, key findings, and recommendations.
- Coordinate with frontline and relevant teams to understand customer issues and validate findings.
- Provide practical recommendations to improve processes, communication, and service quality.
- Follow up on agreed improvement actions and monitor their progress.
- Present key findings and recommendations to management when required.
- Maintain accurate records of customer feedback, analysis, reports, and improvement actions.
Qualifications
- Bachelor’s degree in Business Administration, Marketing, Statistics, or a related field.
- 2–4 years of experience in Customer Experience, Customer Service, Quality, Operations, or a related field.
- Experience in analyzing customer feedback, satisfaction results, and performance data.
- Strong analytical and problem-solving skills.
- Good understanding of customer experience and customer journey concepts.
- Good proficiency in Microsoft Excel and reporting tools.
- Experience with CRM, survey, or customer feedback systems is a plus.
- Strong communication and presentation skills.
- Good organizational skills and attention to detail.
- Ability to manage multiple tasks and deadlines.
- Ability to work effectively with different teams.
