VoC Specialist

About the role

As a Voice of Customer Specialist you turn what customers say into what the business should do. You analyse feedback at scale — surveys, verbatims, reviews and behavioural signals — with precision and honesty, and you build the evidence base that experience decisions rest on.

What you'll do

• Analyse voice-of-customer data at scale — surveys, verbatims, reviews, support logs and behavioural signals.
• Read feedback precisely: separate what customers say from what they mean, and quantify it honestly.
• Build the evidence base that informs experience decisions — themes, drivers, sentiment and priority.
• Design and maintain feedback instruments (surveys, coding frames) that produce trustworthy data.
• Turn analysis into clear, decision-ready insight for consultants and clients.
• Reconcile qualitative and quantitative signals into a single coherent story.
• Keep a rigorous, auditable trail from raw data to reported finding.

What you'll bring

• Precision comprehension and strong analytical reasoning.
• Hands-on experience analysing customer feedback or unstructured text at scale.
• Comfort with survey platforms, spreadsheets and text/verbatim analytics.
• The discipline to stay accurate and avoid over-claiming from thin data.
• Typically 2-4 years in CX analytics, research or a data-heavy role.

Working arrangement

This is a contract engagement based in Dubai, worked on a hybrid basis — a blend of on-site collaboration and remote focus time, structured around project delivery rather than a fixed schedule.

How we assess

Every applicant completes our PURE assessment (Tier 2). Stage 1 covers Attention to Detail, Verbal Reasoning, Critical Thinking, Working with Data and Verbatim Analysis; Stage 2 builds a character profile across nine traits; Stage 3 is a short final conversation. It's fair, job-relevant and the same for everyone.

Who thrives here

People who are rigorous, curious and genuinely care about the experience they create for customers and colleagues.