Service Review Insights Lead

About the role

We are hiring a Service Review Insights Lead to join a fast‑growing data analytics division in Dubai. The role reports to senior leadership and is responsible for turning operational data from call‑centre activities into strategic insights for executive decision‑making.

Key responsibilities

• Lead the creation of high‑impact business review packs and board presentations for senior executives.
• Translate raw operational metrics into compelling stories that drive strategic action.
• Proactively spot trends, anomalies, and operational efficiency gains within voice and call centre operations.
• Standardize visual reporting models across all business units to ensure total consistency.
• Guide a dedicated team of data and insight professionals to elevate company‑wide reporting standards.
• Work directly alongside leadership, strategy, and finance teams to align reporting with core business goals.

Required profile

• Proven experience within call centre operations with strong subject‑matter expertise in voice environment metrics.
• Exceptional data storytelling abilities and experience preparing top‑level executive packs.
• Demonstrated experience presenting complex data structures directly to C‑suite decision makers.
• Strong background in data visualization, KPI automation, and performance reporting frameworks.
• Ability to manage cross‑functional team members while handling multiple reporting schedules.
• Strong business acumen with attention to detail and visual presentation excellence.

Required skills

• Data Visualization
• KPI automation
• Voice metrics
• Operational performance analysis
• Narrative building
• Performance reporting frameworks