Job Title: Senior Specialist – CX Insights

Job Description:

Talabat, part of Delivery Hero Group, is looking for a Senior Specialist – CX Insights to enhance customer experience through data-driven insights. In this role, you will analyze large datasets, define key CX metrics, design automated dashboards, and provide actionable insights to improve customer retention, order frequency, and operational efficiency.

Key Responsibilities:

✅ CX Insights & Data Analysis

• Analyze large datasets in Excel to uncover trends and performance drivers.

• Work with data teams to define new CX metrics and develop automated dashboards (Looker, Tableau).

• Identify anomalies in customer behavior and collaborate with Fraud teams for preventive measures.

• Support A/B testing and operational experiments to track key CX metrics.

• Evaluate the impact of CX initiatives on budgets, retention, and order frequency.

✅ CX Performance Monitoring & Reporting

• Monitor and present weekly/monthly CX reports to regional teams.

• Track and analyze key CX performance indicators (KPIs) for business insights.

• Develop real-time dashboards for continuous CX performance tracking.

• Ensure data accuracy and alignment across cross-functional teams.

✅ Strategic Initiatives & Special Projects

• Support ad-hoc strategic projects, including process improvements and market deep dives.

• Provide data-driven recommendations for CX enhancement initiatives.

• Assist in pilot programs and experimental CX interventions, assessing their business impact.

Qualifications & Requirements:

🎯 Must-Have:

• Bachelor’s/Master’s degree in Business, Data Analytics, Statistics, Economics, or related field.

• 3-5 years of experience in consulting, data analysis, business intelligence, or CX in e-commerce/food delivery.

• Advanced Excel skills for handling large datasets and complex analyses.

• Ability to translate data into actionable insights.

• Experience working in fast-paced, high-growth environments.

🎯 Preferred Skills:

• Knowledge of SQL, Looker, Tableau, or similar BI tools.

• Strong problem-solving, analytical, and data-driven decision-making skills.

• Experience in cross-functional collaboration and stakeholder management.

What We Offer:

✅ Work with a leading global delivery platform.
✅ Career growth in CX insights and data analytics.
✅ Competitive salary and benefits package.