Sr. Specialist CX Intelligence

About the role

We are looking for a curious, data‑driven and customer‑obsessed Senior Specialist to join the Customer Experience team at Talabat, part of the Delivery Hero network. You will own the analysis of customer feedback programs such as NPS, resolution metrics and post‑interaction surveys, turning data into actionable insights for the business.

Key responsibilities

• Translate qualitative and quantitative feedback into compelling narratives for leadership and cross‑functional stakeholders.
• Own and analyse key customer feedback programs, including NPS, resolution feedback and post‑interaction surveys.
• Conduct deep‑dive analyses across customer segments and journeys to surface actionable insights.
• Collaborate with CX, product, operations and analytics teams to identify root causes of negative experiences and track improvement impact.
• Support the Voice of the Customer (VoC) program by ensuring data integrity, running feedback loops and highlighting emerging trends.
• Prepare insight decks for senior leadership and monthly business reviews, delivering clear storytelling and strategic recommendations.

Required profile

• 3–5 years of experience in customer insights, CX research, analytics or a related field.
• Strong analytical mindset with the ability to turn complex data into simple, actionable insights.
• Excellent communication and storytelling skills, comfortable presenting to senior leadership.
• Proactive, self‑driven and able to work across teams in a fast‑paced environment.

Required skills

• Excel
• SQL
• Tableau
• Looker
• Qualtrics (survey platform)