Company Description
talabat is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

As a Senior Specialist, CX Insights , you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics, design automated dashboards, and analyze large datasets to uncover actionable insights.
This role requires strong analytical skills, attention to detail, and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics, identifying unusual patterns in customer behavior, and supporting initiatives that impact budgets, customer retention, and order frequency. If you are passionate about data-driven decision-making and enhancing customer experience, this is an excellent opportunity to make an impact in a dynamic and fast-paced environment
CX Insights and Data Analysis:
xe2x97x8f Provide quantitative insights to support CX Operations and Policy teams, helping drive improvements in customer experience.
xe2x97x8f Analyze large datasets in Excel to uncover trends and performance drivers.
xe2x97x8f Work with data teams to define new CX metrics and design automated dashboards (e.g., Looker, Tableau).
xe2x97x8f Identify unusual patterns in customer behavior and collaborate with Fraud teams to develop preventative solutions.
xe2x97x8f Support operational metric tracking during experiments and A/B tests.
xe2x97x8f Assist in sizing the impact of CX initiatives on budgets, customer retention, order frequency, and other key business metrics.
CX Performance Monitoring & Reporting:
xe2x97x8f Monitor and report on CX metrics in weekly and monthly business reviews with regional markets.
xe2x97x8f Track trends, KPIs, and key operational metrics, ensuring visibility and alignment across teams.
xe2x97x8f Develop and maintain dashboards that provide real-time insights into customer experience performance.
xe2x97x8f Collaborate with cross-functional teams to ensure data accuracy and consistency in reporting.
Special Projects & Strategic Initiatives:
xe2x97x8f Support ad-hoc strategic projects that require CX insights, such as process improvements, new initiative evaluations, or market-specific deep dives.
xe2x97x8f Work closely with cross-functional stakeholders to provide data-driven recommendations for special initiatives.
xe2x97x8f Assist in pilot programs, experimental CX interventions, and business case evaluations to assess their potential impact.
Qualifications & Experience:
xe2x97x8f Bachelor's or Master's degree in Business, Data Analytics, Statistics, Economics, or a related field.
xe2x97x8f 3-5 years of experience in consulting, data analysis, or business intelligence, preferably in Cx, e-commerce, food delivery, or a tech-driven environment.
xe2x97x8f Strong Excel skills with the ability to handle large datasets and perform complex analysis.
xe2x97x8f Experience with SQL, Looker, Tableau or similar BI tools is a plus.
xe2x97x8f Proven ability to translate data into insights and actionable recommendations. xe2x97x8f Experience working in fast-paced, high-growth environments with cross-functional teams
Skills & Competencies:
xe2x97x8f Strong analytical and problem-solving skills
xe2x97x8f Ability to work with large datasets and extract meaningful insights.
xe2x97x8f Data-driven mindset with a keen eye for identifying trends and anomalies.
xe2x97x8f Ability to present insights in a clear and actionable manner to stakeholders.
xe2x97x8f Detail-oriented and highly organized with excellent time management skills.
xe2x97x8f Self-starter with the ability to work independently and in a team environment