Senior Customer Journey Insights Executive

Mercedes-Benz Cars Middle East FZE

Dubai, United Arab Emirates (Hybrid)

Job Type Full-time

Experience 2-3 years

Posted 2 weeks 2 days ago

Hybrid 2-3 years Level

Contribution to qualitative lead generation for Sales and Customer Services through relevant digital customer journey touchpoints.

Architect and execute a robust data and analytics strategy for MBGD’s digital customer touchpoints, including the website, Vehicle Online Store, Accessories Online Store, lead management systems, CRM operations, and beyond.
Serve as the single point of accountability for data-related topics within the Customer Journey & eCommerce team, ensuring analytics initiatives drive measurable business value.
Design and implement analytical frameworks to assess platform effectiveness, optimize performance, and enable continuous data-driven improvements.
Evaluate existing data infrastructure, identify inefficiencies, and drive scalable analytical solutions that influence strategic decision-making.
Align data objectives with Mercedes-Benz’s global digital transformation strategy.

Lead MBGD’s OneData and Databricks adoption journey, translating business priorities into scalable data products, trusted KPIs, and governed analytics capabilities.
Partner with OneData, MB IT, and business stakeholders to prioritize and operationalize strategic data sources, including CRM, Salesforce, Website/GA4, Sales Funnel, SOS, CSI, campaign, and order data.
Establish and govern a semantic layer, KPI glossary, data dictionary, metric ownership model, and data-quality framework.
Act as the key business counterpart to technical teams, ensuring platform investments are prioritized according to business outcomes.
Lead the evaluation and implementation of analytics capabilities including Databricks Genie, Talk-to-Data, AI-powered insights, agentic reporting, and conversational analytics.

Develop and present insights through dashboards, reports, and executive briefings to senior stakeholders across MBGD and General Distributor markets.
Own and optimize end-to-end data pipelines using Google Analytics, Power BI, SQL, Python, and Excel.
Lead analysis of customer behavior, digital platform performance, and market trends to identify optimization opportunities.
Develop predictive models and explore machine-learning insights to anticipate customer needs and improve user experience.
Define and monitor KPIs to ensure digital platforms meet business objectives and maximize customer engagement.

Own the data, analytics, reporting, and business performance measurement strategy for the Sales Operating System.
Define and monitor SOS success metrics, business processes, funnel performance, user adoption, data quality, and operational effectiveness.
Lead SOS data integration into the OneData/Databricks ecosystem.

Ensure adherence to global and local data privacy regulations, including GDPR.
Establish data quality frameworks across digital touchpoints.
Work with IT, compliance, and cybersecurity teams to mitigate data storage, access, and usage risks.

Act as the primary data advocate for internal and external stakeholders.
Drive business transformation by translating data insights into actionable strategies.
Conduct workshops and training to improve data literacy.
Engage with global Mercedes-Benz teams to align best practices and foster continuous innovation.

Training and qualification

University or bachelor’s degree in Business Administration, Marketing, Mathematics, Data Science, Computer Science, or a related area.
Advanced English.
Driving license.
Good knowledge of data processing and visualization.
Recognized Data, Analytics, Digital, or Marketing qualifications are optional.

Technical knowledge

Proficiency in data analysis tools such as SQL and visualization platforms such as Power BI.
Strong understanding of web analytics tools such as Google Analytics.
Familiarity with CRM, e-commerce, and lead management data is advantageous.
Knowledge of data management, data governance, and GDPR.
Competency in Microsoft Power BI, Access, Excel, and PowerPoint.

Soft skills and individual competence

Passion for digital transformation and data-driven business.
Ability to independently drive data topics.
Curious, entrepreneurial, adaptable, organized, and results-oriented mindset.
Ability to solve business problems creatively, work under pressure, and manage competing priorities.
Ease with cross-cultural teamwork and diplomatic communication.
Ability to build relationships with internal and external stakeholders.

Experience

Cross-functional professional experience, ideally 2–3 years, with exposure to Sales, Marketing, Network Development, Data Management/Governance, and Customer Experience/Journey.
Experience designing and executing projects involving data strategy, data management, and data analytics.
Awareness of data governance and operational data processes.
Experience delivering detailed reporting, analytics dashboards, and business recommendations to senior leadership.