Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]

Delivery Hero
Barcelona
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Structured problem-solving","Analytical capabilities","Communication","Stakeholder management","High ownership"]

Own the performance narrative and governance for Marketplace Experience across your region. Identify, quantify, and reduce experience-driven value loss, improve structural marketplace health, and close the retention gap between seamless and non-seamless journeys. Partner with country MDs, Operations, Service, Finance, and Global HQ to translate experience priorities into measurable regional improvements through KPI ownership, performance reviews, and escalation of systemic issues for structural fixes.

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Delivery Hero
Delivery Hero
1 day ago

Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own the performance narrative and governance for Marketplace Experience across your region. Identify, quantify, and reduce experience-driven value loss, improve structural marketplace health, and close the retention gap between seamless and non-seamless journeys. Partner with country MDs, Operations, Service, Finance, and Global HQ to translate experience priorities into measurable regional improvements through KPI ownership, performance reviews, and escalation of systemic issues for structural fixes.
Location: Barcelona
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and drive regional Marketplace Experience KPIs including Experience-Driven Value Loss, Cost-to-Serve/Recover, and Retention Gap.
  • •Identify structural drivers of value loss across Customer, Rider, and Partner journeys and quantify financial impact.
  • •Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes.
  • •Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers.
  • •Lead regional performance reviews with GMs and senior stakeholders, escalating systemic marketplace issues to Global teams for structural fixes.

Key Requirements

  • •5+ years of experience in performance, strategy, operations, or analytical roles.
  • •Strong ability to connect operational metrics to financial impact.
  • •Experience influencing cross-functional stakeholders without direct authority.
  • •Structured problem-solving and strong analytical capabilities.
  • •Excellent communication and stakeholder management skills.
Skills:Structured problem-solvingAnalytical capabilitiesCommunicationStakeholder managementHigh ownership
Languages:English

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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