Senior Executive – Research & Insights

United Arab EmiratesJob DescriptionCore Duties & ResponsibilitiesExternal Customer Experience (CX) SupportSupport the ongoing External Customer Experience (CX) measurement across event organizers, exhibitors, visitors, along with the periodic Commercial, Retail and Residential Tenant Satisfaction Surveys across DWTC’s real estate portfolio, as well as the Annual Staff Accommodation SurveyWork within DWTC CRM systems to extract customer lists (e.g. Event Organizers, Exhibitor Services, etc.) and format them according to the survey requirementsLiaise with the various stakeholder teams (commercial, planning, customer care, etc.) to ensure completeness of customer lists with required details for running the surveys, reconcile issues with duplicates, etc.Work within survey systems (Qualtrics, Alchemer) to program and run surveys, including questionnaires, survey logic, embedded customer data aligned with customer lists and survey directories, manage survey distributions, etc.Liaise with IT and other relevant teams to streamline the flow of customer data from CRM systems to the survey platforms, and work on automating processesEscalate customer complaints obtained through the CX channel to the relevant internal teams and encourage prompt issue resolution and loop closure with the customersData Analytics and ReportingSupport with quantitative analysis, including raw data cleansing, data tabulation, visualization and interpretation of survey dataSupport with qualitative data analysis, including open comment categorization on an ongoing basis, as well as for periodic survey reportingLeverage technology and AI tools to improve efficiency of existing data analysis processes, particularly qualitative dataSupport with ongoing maintenance of existing and developing new dashboard reports as per business requirementsSupport with producing structured, clear and visually appealing research reports and presentations, with actionable insightsFieldwork Survey CoordinationSupport with coordinating the face-to-face survey fieldwork across DWTC and DEC venues, including on-site supervision, researcher support and troubleshooting, etc.Support with ongoing quality control of responses received and perform field researcher training as requiredSupport with daily target setting, analysis, and reporting of fieldwork performanceSupport the administration of online and phone surveys, including survey set-up, reviewing respondent lists, monitoring response rate towards assigned targets, and status reportingEvent Statistics and Economic Impact AssessmentMaintain updated event participation records aligned with DWTC systems and relevant stakeholdersDesk research on published data by Event Organizers or in the press (e.g. Post Show Reports, Press Releases, Social Media posts, etc.)Support with Economic Impact Survey raw data cleansing and formatting for the Economic Impact ModelAdministrative ResponsibilitiesMaintain up-to-date and accurate databases, research repositories and archives (questionnaires, customer lists, reports, etc.)Coordinate the temporary survey staff as per project requirements and according to budget, including liaison with the temporary staff agencySupport the preparation of the Annual Event Survey CalendarSupport with preparing submissions to Corporate Strategy for BU Performance EvaluationOperating EnvironmentOffice-based job; require working longer hours on a computerThe role requires the ability to work effectively when under time bound pressures, deadlines and to deliver quick turn-around timesOccasional working over weekends as the role is linked with the corporate business cycle, particularly the Annual Event CalendarFormal EducationBachelor’s degree in Market Research or in the broader areas of Marketing, Economics or Statistics. A master’s degree or an MBA would be considered as an advantageAdditional diplomas or certifications specific to qualitative or quantitative research principles would be preferredWork ExperienceMinimum 3 years’ work experience in a similar role (e.g. as a market research or consumer insights analyst, customer experience specialist, research project manager, etc.) within a market research agency or consultancyPrior professional experience and exposure to quantitative and qualitative research methods and data analysis is a mandatory requirementExperience working for medium-to-large service organizations will be considered as an advantageSkills & KnowledgeExcellent command of written and verbal English languageExperience with different survey data collection methods, including face-to-face, telephonic, and onlineAdvanced Excel proficiency and experience with data organization, tabulation and graphical representation, skilled at working with complex formulas and statistical methodsExperience with PowerPoint slide decks creation (e.g. market research reports or similar business reporting)Experience working with Qualtrics XM would be considered as an advantageStrong analytical and numerical skills with exceptional attention to detail, critical thinking and problem-solving attitudeExcellent organizational skills with the ability to multi-task, work to deadlines, and effective time managementStrong interpersonal and organizational skills, able to work autonomously as well as experienced in working with medium-to-large organizational structures and teamsCertified professional training in aspects such as research methods, data analytics, project management, or business strategy and planning are considered a strengthJob InfoJob Identification 144 Posting Date 11/05/2025, 12:34 PM Locations Dubai World Trade Centre, AE Job Schedule Full time Similar Jobs