Customer Insights Specialist

Job description / Role

We are hiring a Customer Insights Specialist to lead customer research, surveys, and Voice of Customer (VoC) programs. This role focuses on analyzing customer feedback and transforming data into clear insights that help improve services and customer journeys.

Key Responsibilities:
- Manage and enhance customer surveys (NPS, CSAT, CES) across all channels.
- Conduct customer research, focus groups, interviews, and usability studies.
- Analyze survey data, operational data, and customer feedback to identify trends and pain points.
- Develop dashboards and reports for internal teams.
- Support CX design teams by providing data-backed recommendations.

Qualifications:
- Bachelor’s degree in Market Research, Data Science, Psychology, or similar.
- 2-7 years of experience (depends on educational attainment)
- Experience with VoC programs, customer analytics, or research methods.
- Ability to analyze complex datasets and present insights clearly.
- Familiarity with VoC platforms (Qualtrics, Medallia) is a plus.
- Arabic language is mandatory but not required

Disclaimer: Black Pearl will never ask for money or any form to charge our candidates just to process or consider their application for any of our available vacancies.

About the Company

About Us Helping professionals grow. Supporting businesses thrive.

Black Pearl is a HR consultancy and recruitment firm based in the UAE. We connect skilled professionals with leading organizations across the Gulf region, offering a personalized and thoughtful approach to hiring.

Our team specializes in recruiting for roles across key industries, including but not limited to: - Healthcare and Life Sciences - Engineering and Construction - Technology and Digital - Finance and Accounting - Hospitality and Retail - Government and Emiratization

Whether you’re searching for your next opportunity or looking to hire, we work closely with you to understand your goals and find the right fit.