Specialist Customer Experience

As a Specialist, CX, 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.

Metrics Monitoring & Reporting:

• Support in monitoring, tracking, and reporting key CX and COO metrics, ensuring visibility across teams.

• Develop structured reports and dashboards to track performance trends across markets and business functions.

• Regularly update and present insights on metric performance, fluctuations, and variances to stakeholders.

• Support the development of new CX and operational KPIs, working closely with senior analysts and leadership teams.

Budgeting & Cost Analysis:

• Assist in the budgeting process, coordinating with regional markets and cross-functional teams to collect and validate input data.

• Understand the granular drivers of budgets and help develop structured reporting to monitor them across different markets and business units.

• Identify variances in budget drivers, providing insights into fluctuations and unexpected changes.

• Work with finance and market teams to ensure budget accuracy and optimize spending efficiency.

Project & Special Initiatives Support:

• Support the CX and COO teams in delivering ad-hoc special projects, ensuring timely execution and alignment with strategic priorities.

• Assist in developing project plans, tracking progress, and coordinating with cross-functional teams to drive initiatives forward.

• Gather data and insights from various teams to support decision-making on customer experience enhancements and operational improvements.

Fraud Prevention & Cost Management:

• Identify trends and patterns in fraud, working closely with fraud prevention teams to develop countermeasures.

• Provide insights into fraud-related budget impacts and support initiatives to minimize financial risk.

• Collaborate with internal teams to refine fraud detection processes and improve reporting mechanisms.

Qualifications & Experience:

• Bachelor’s degree in Business, Finance, Data Analytics, Economics, or a related field.

• 3-4 years of experience in analytics, operations, finance, or business intelligence, preferably in e-commerce, food delivery, or tech-driven environments.

• Strong Excel skills with the ability to manage and analyze large datasets.

• Experience with data visualization tools (e.g., Looker, Tableau) is a plus.

• Prior experience in budget tracking, data reporting, or financial analysis is beneficial.

Skills & Competencies:

• Strong analytical and problem-solving skills.

• Ability to work with large datasets and extract meaningful insights.

• Data-driven mindset with a keen eye for identifying trends and anomalies.

• Ability to present insights in a clear and actionable manner to stakeholders.

• Detail-oriented and highly organized with excellent time management skills.

• Self-starter with the ability to work independently and in a team environment

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.