Senior Specialist - Business Intelligence

Qiddiya Investment Company is on the lookout for a dynamic Senior Specialist in Business Intelligence to enhance our data-driven strategy and analytics capabilities. The Senior Business Intelligence Specialist is responsible for transforming multi‑source operational and guest‑experience data into meaningful insights that drive performance, service-quality improvements, and strategic decision‑making across the Contact Center. This role ensures data accuracy, develops advanced dashboards, monitors key performance indicators (KPIs), and provides actionable analytics to leadership and operational teams.

Key Responsibilities

• KPI Data Collection & Validation
• • Consolidate multi-source data: IVR/telephony, CRM/case management, QA scorecards, post-call and digital surveys, social/complaints, chat, email, WhatsApp, app/web feedback.
• • Detect early warning signals (spikes in negative sentiment, repeat contacts, reopened cases, escalation trends).
• • Maintain alerting for threshold breaches (CSAT dips, complaint surges, SLA misses).
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• • Extract required KPIs from approved systems following designated schedules to maintain consistent reporting accuracy.
• • Validate dataset completeness and formatting, ensuring numerical integrity and alignment with reporting requirements.
• • Maintain unified data templates to support continuity, comparability, and repeatability of performance reporting.
• • Flag errors, missing values, or anomalies to concerned stakeholders for timely resolution.
• Dashboard Updating & Reporting
• • Update dashboards with accurate performance metrics, ensuring correct visual representation and labeling
• • Executive VOG (Voice of the Guest) Dashboard (CSAT/NPS/CES, trends, drivers, top issues, corrective actions recommendations and Insights).
• • Prepare structured weekly and monthly summaries to support operational and leadership reviews.
• • Maintain historical data libraries, ensuring consistent archiving and access to past performance cycles to support continuity of analysis.
• • Support enhancements to dashboard structures by collecting feedback and identifying usability needs.
• Insights & Improvement Support
• • Link complaints + QA findings + operational KPIs to root causes (e.g., long AHT, policy ambiguity, defect-prone journeys, knowledge gaps).
• • Facilitate insight readouts with QA, Operations, Training/Development, and Product/Policy owners.
• • Capture recurring performance issues and categorize them appropriately within tracking logs.
• • Provide data extracts supporting trend analysis and service-improvement assessments.
• • Maintain productivity, adherence, and quality datasets required for operational decision-making.
• • Highlight emerging patterns that may impact performance targets or frontline consistency.
• Audit Readiness & Documentation
• • Maintain audit-ready evidence folders, ensuring organized logs and complete supporting documentation.
• • Prepare required KPI samples during audits or governance reviews.
• • Validate integrity of archived datasets and ensure documentation traceability.
• • Support compliance with internal reporting standards and data-governance expectations.

Requirements:
• Minimum qualification:
• • Bachelor’s degree in business administration, Hospitality and Tourism Management, or related discipline required.
• Certifications:
• • COPC training, ITIL, CX/Service Excellence certifications or equivalent required
• • Lean Six Sigma Green Belt
• • Business Intelligence Certificate
• • Power BI.
• Years of Relevant Experience:
• • 4+ years, preferably with majority in Performance Management
• Nature of Experience:
• • Experience in performance reporting, data analysis, or service-operations monitoring preferred.
• • Experience working in a related area in a leading professional-services firm, prestigious consulting firm or entertainment/real estate industry preferred.​

Benefits:
Comprehensive benefits package