3 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own the performance narrative and governance for Marketplace Experience across your region. Identify and quantify experience-driven value loss, improve structural marketplace health, and close the retention gap between seamless and non-seamless journeys. Translate operational friction into financial outcomes, drive action plans with measurable impact, and lead performance reviews with GMs and stakeholders. Partner with country leadership, Operations, Service, Finance, and Global HQ to embed consistent reporting and decision frameworks.

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and drive regional Marketplace Experience KPIs (Experience-Driven Value Loss, Cost-to-Serve/Recover, Retention Gap) balancing efficiency with experience
•Identify structural drivers of value loss across customer, rider, and partner journeys and quantify their financial impact
•Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes
•Prioritize high-ROI interventions and reallocate focus to the biggest experience and cost levers
•Lead regional performance reviews with GMs and senior stakeholders; escalate systemic issues to global teams and advocate 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 with strong analytical capabilities
•Excellent communication and stakeholder management skills

Experience:5+ years

Skills:Structured problem-solvingCommunicationStakeholder managementCross-functional influenceOwnership

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

Glassdoor: 3.4

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Delivery Hero

3 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Own and drive regional Marketplace Experience KPIs (Experience-Driven Value Loss, Cost-to-Serve/Recover, Retention Gap) balancing efficiency with experience
•Identify structural drivers of value loss across customer, rider, and partner journeys and quantify their financial impact
•Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes
•Prioritize high-ROI interventions and reallocate focus to the biggest experience and cost levers
•Lead regional performance reviews with GMs and senior stakeholders; escalate systemic issues to global teams and advocate 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 with strong analytical capabilities
•Excellent communication and stakeholder management skills

Experience:5+ years

Skills:Structured problem-solvingCommunicationStakeholder managementCross-functional influenceOwnership

Languages:English

Company Brief

Delivery Hero

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: 3.4

Website LinkedIn Glassdoor