Job Description

The Survey Analyst supports the delivery of accurate, consistent, and actionable customer, survey data and analysis across Keolis-MHI. Reporting to the Performance Manager, this role plays a key part in tracking, validating, and interpreting all RTA survey results and customer service KPIs for Dubai Metro and Tram. The Survey Analyst draws insights from customer data to drive continuous improvement across departments and ensures that survey data is timely, credible, and aligned with internal and external requirements, including client reporting to the RTA (Road Transport Authority), Keolis Group reporting and contractual obligations.

KEY RESPONSIBILITIES

Strategic

• Assist the Head of Business Strategy & Performance in shaping the RTA Survey strategy and KPI regime, including the treatment of data received from RTA.
• Analyse trends and make viable recommendations to all departments, providing solutions to ensure continuous improvement.
• Support performance insight reporting to inform continuous improvement and strategic decision-making.
• Use Business Intelligence tools to support the development of visualisations for an evidence-based approach to performance monitoring.

Financial

• Support the performance monitoring against survey-related KPIs tied to contractual penalties and incentives under the O&M Agreement.
• Ensure accuracy, transparency, and defensibility of all survey data submitted for attribution processes.

Stakeholder / Customer

• Provide accurate performance reports for contractual meetings, internal and external meetings.
• Coordinate closely with department heads and data owners to ensure the accuracy of reported survey metrics.
• Prepare detailed reports and presentations summarising survey findings, including charts, graphs and narratives, and communicate results effectively to both technical and non-technical audiences.

Operational

• Track, analyse and interpret all RTA survey results, and design and build the associated reports and dashboards.
• Support the creation of performance dashboards covering all aspects of RTA Survey performance.
• Ensure all data are correctly updated and easily retrievable to produce ad hoc reports as required by senior management.
• Collaborate with the BI team to ensure accurate mapping of survey KPIs into Power BI dashboards.
• Contribute to the continuous enhancement of digital reporting tools.
• Ensure compliance with the Keolis-MHI Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards.
• Ensure security and integrity of all data provided, including reporting performance, finance and customer information.

Capability / People

• Promote performance culture and awareness across functions.
• Support knowledge-sharing within the Performance team.

Dimensions

• Provides data and analysis covering the full set of RTA survey categories for Dubai Metro and Tram.
• Interfaces with up to 5 departments monthly for data consolidation, validation and recommendations.
• Supports monthly attribution processes with the RTA.
• Manages multiple concurrent survey projects and reporting cycles.

MINIMUM QUALIFCATIONS

Min.

Required

Desirable

Education

• Ideally a degree holder or high diploma of post-secondary education in a related discipline

• Bachelor’s degree or formal training in performance management, data analytics, or transportation management

Experience

• Minimum 1 year of experience as a customer facing role in a Metro and Tram environment.
• Survey & Performance Analysis: proven track record in delivering on-time KPI reporting and analysis.
• Minimum 2 years of experience using MS Excel, with excellent numerical and PC knowledge.
• Minimum 6 months of experience in document management.
• Good knowledge of transport performance regimes within a large public transport (preferably rail) organisation.
• Cross-Functional Coordination: demonstrated ability to work across departments to align reporting processes and methodologies.
• Ability to track multiple survey projects simultaneously and meet deadlines.

• Public transportation sector experience preferred.
• Experience with customer satisfaction / mystery shopping survey regimes.

Skills / Training

• Fluent in English.
• Proficient in Microsoft Office Suite.
• Familiarity with Power BI and/or data reporting systems is preferred.

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