Officer - Customer Insights & Engagement

The Customer Insights & Engagement Officer will play a key role in supporting data-driven decision-making by collecting, analyzing, and presenting market and consumer data. The role will directly contribute to improving customer retention, launching effective campaigns, and enhancing Zain Cash’s competitive positioning in the fintech industry.

• Conduct regular market scans of key competitors through direct usage of their services.
• Maintain and update a competitor tracker with offerings, pricing, promotions, and service experience insights.
• Monitor both local and international trends in mobile payments, fintech, and digital wallets.
• Analyze customer usage data to identify trends, pain points, and opportunities for reducing churn.
• Generate actionable insights to support marketing campaigns, product enhancements, and user experience improvements.
• Prepare monthly insight reports and briefings for internal stakeholders.
• Propose loyalty and retention strategies based on data-driven analysis.
• Develop recommendations for customer segmentation and personalized engagement strategies.
• Collaborate with the Senior Marketing Manager to propose new campaign ideas that align with business goals and user behavior.
• Plan and execute customer surveys, focus groups, and usability testing to gather qualitative feedback.
• Interpret and present research results in a clear and meaningful format for different departments (Product, UX, Marketing, etc.)

Education & Experience

• Bachelor’s degree in marketing, Business Administration, Statistics, or a related field.
• 2+ years of experience in market research, customer analytics, or marketing strategy.
• Prior experience in telecom or fintech is preferred.
  
  

Skills & Competencies

• Strong analytical skills with proficiency in Excel, Google Sheets, or data visualization tools (e.g., Power BI, Tableau).
• Experience with survey tools (e.g., Google Forms, SurveyMonkey) and basic statistical analysis.
• Deep understanding of customer behavior in digital ecosystems
• Strong communication and presentation skills in Arabic and English.
• Ability to work independently and cross-functionally with product, sales, and customer experience teams.