Senior Specialist Business Intelligence📣 Job Ad

About the Role

Qiddiya Investment Company is seeking a Senior Specialist in Business Intelligence to join its team in Riyadh Province. This full-time position focuses on leveraging data to enhance the company's data-driven strategy and analytics capabilities, particularly within the Contact Center operations. The role is designed for individuals with 5-10 years of relevant experience who can transform complex data into actionable insights.

Role Overview and Purpose

The Senior Specialist - Business Intelligence will be instrumental in driving performance, improving service quality, and supporting strategic decision-making. This involves consolidating and analyzing data from various operational and guest-experience sources to provide meaningful insights to leadership and operational teams. The role ensures data accuracy, develops advanced dashboards, and monitors key performance indicators (KPIs).

Key Responsibilities

• Consolidate and validate multi-source data including IVR/telephony, CRM, QA scorecards, surveys, social media, chat, email, WhatsApp, and app/web feedback.
• Identify early warning signals related to sentiment, contact frequency, case escalations, and threshold breaches (*, CSAT dips, SLA misses).
• Extract and validate required KPIs from approved systems, ensuring numerical integrity and adherence to reporting schedules and requirements.
• Maintain unified data templates to ensure continuity and comparability in performance reporting.
• Update dashboards with accurate performance metrics and ensure correct visual representation.
• Prepare structured weekly and monthly summaries for operational and leadership reviews.
• Maintain historical data libraries for continuity of analysis.
• Link performance issues to root causes by analyzing complaints, QA findings, and operational KPIs.
• Facilitate insight readouts with relevant stakeholders and capture recurring performance issues.
• Provide data extracts supporting trend analysis and service improvement initiatives.
• Maintain audit-ready evidence folders and support compliance with internal reporting standards and data governance.

Qualifications and Experience

• Bachelor’s degree in business administration, Hospitality and Tourism Management, or a related discipline.
• Required certifications: COPC training, ITIL, CX/Service Excellence, Lean Six Sigma Green Belt, and Business Intelligence Certificate.
• Proficiency in Power BI.
• Minimum of 4 years of relevant experience, with a significant portion in Performance Management.
• Experience in performance reporting, data analysis, or service-operations monitoring is preferred.
• Experience working in a related area within a leading professional-services firm, prestigious consulting firm, or the entertainment/real estate industry is preferred.

Work Location and Type

This is a full-time position based in Riyadh, Riyadh Province.