Sr. Specialist CX Intelligence

Delivery Hero
Dubai
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 3-5 yearsSkills: ["Communication","Storytelling","Critical thinking","Organizational skills","Cross-functional collaboration"]

Own customer feedback analytics for Talabat, translating qualitative and quantitative signals into clear narratives and decision-ready insights for leadership. Drive programs and metrics such as NPS, resolution feedback, and post-interaction surveys, and run deep dives across customer segments and journeys. Partner with CX, product, operations, and analytics teams to identify root causes, track improvements, support VoC with reliable data and feedback loops, and build dashboards for real-time sentiment and resolution performance.

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FursaFursa
Delivery Hero
Delivery Hero
1 day ago

Sr. Specialist CX Intelligence

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Last checked: 6 hours agoStatus: Live
Reposted: first listed 5 days ago

Job Summary

Own customer feedback analytics for Talabat, translating qualitative and quantitative signals into clear narratives and decision-ready insights for leadership. Drive programs and metrics such as NPS, resolution feedback, and post-interaction surveys, and run deep dives across customer segments and journeys. Partner with CX, product, operations, and analytics teams to identify root causes, track improvements, support VoC with reliable data and feedback loops, and build dashboards for real-time sentiment and resolution performance.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Translate qualitative and quantitative customer feedback into narratives and insights for leadership and cross-functional stakeholders.
  • •Own and analyze customer feedback programs and metrics including NPS, resolution feedback, and post-interaction surveys.
  • •Conduct deep dives across customer segments and journeys to uncover actionable insights that improve user satisfaction.
  • •Collaborate with CX, product, operations, and analytics teams to identify root causes of negative experiences and measure impact over time.
  • •Support the Voice of the Customer (VoC) program with data integrity, feedback loops, emerging trend insights, and leadership-ready insight decks.

Key Requirements

  • •3–5 years of experience in customer insights, CX research, analytics, or a related field.
  • •Strong analytical skills using tools such as Excel, SQL, Tableau, or Looker.
  • •Working knowledge of survey platforms such as Qualtrics.
  • •Ability to turn complex data into simple, actionable insights and recommendations.
  • •Excellent communication and storytelling skills, including comfort presenting to cross-functional teams and senior leadership.
Experience:3-5 yearsE-commerceLogisticsTechCustomer experienceCX researchAnalytics
Skills:CommunicationStorytellingCritical thinkingOrganizational skillsCross-functional collaboration
Languages:English
Tech Stack:ExcelSQLTableauLookerQualtricsAIText analytics

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
Glassdoor
Glassdoor: 3.4
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