Job Description

The purpose of this position is to assist the Performance & Planning Manager in shaping the customer service strategy through collating and analysing all customer data received by the Dubai Metro & Tram to draw insights to drive continuous improvement.

MAIN RESPONSIBILITIES

Assist the Performance & Planning Manager in shaping the customer service strategy through collating and analysing all customer data received by the Dubai Metro & Tram. Tasks include tracking, analysing and interpreting all customer data including complaints and feedback, satisfaction surveys and mystery shopper results, procuring and managing the Customer Satisfaction Survey, and designing and building reports and dashboards. Review passenger KPIs against targets and recommend improvements. Analyse trends and make viable recommendations to all departments by providing solutions to ensure continuous improvement. Ensure all data are correctly updated and easily retrievable to produce ad hoc reports as required by the senior management. Use Business Intelligence tools to develop visualisation for an evidence-based approach to performance monitoring. Support the marketing team to assess the performance of the marketing activities and adapt future activity based on the lessons learnt. Provide accurate performance reports for contractual meetings, internal and executive meetings. Create performance dashboards covering all aspects of customer service performance. Perform and carry out other duties as instructed / directed by the Performance & Planning Manager and Head of Planning & Performance. Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards. Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Keolis-MHI non-disclosure policy. To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Keolis-MHI organisational HSE responsibilities. Ensure compliance with all training requirements of Keolis-MHI and ensure adherence to these requirements at all times whilst in employment. Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process.

KEY SKILLS

Proficient in spoken and written English. Active listening. Attentive to details and able to multitask. Good interpersonal and communications skills at all levels. Excellent numerical and PC skills including the use of MS Excel and 2-D graphs as analytical tools. Highly motivated and flexible to be able to work in a time-sensitive environment and respond quickly and effectively to unanticipated high workloads, events and emergencies. Good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.

EDUCATIONAL QUALIFCATION

* Ideally a degree holder or high diploma of post-secondary education in a related discipline.