Keolis.MHI is hiring a Passenger Analyst to support the Performance & Planning Manager in improving customer service strategies for the Dubai Metro & Tram. The role involves analyzing customer feedback, tracking KPIs, and developing performance reports and dashboards to enhance passenger experience and operational efficiency.

Key Responsibilities:

• Analyze customer data (feedback, complaints, satisfaction surveys, mystery shopper results).

• Develop performance dashboards and visual reports using Business Intelligence tools.

• Track and assess passenger KPIs against targets, recommending improvements.

• Support the marketing team in evaluating campaign effectiveness.

• Provide accurate reports for internal and executive meetings.

• Maintain data integrity and compliance with Keolis-MHI’s standards and policies.

• Ensure adherence to health, safety, and security regulations.

• Support senior management in continuous improvement initiatives.

Key Skills & Qualifications:

• Degree or diploma in a related field.

• Strong analytical skills with experience in Excel and data visualization tools.

• Excellent communication and interpersonal skills.

• Detail-oriented, proactive, and able to multitask in a fast-paced environment.

• Proficient in spoken and written English.

📍 Work Mode: On-site – Dubai