Senior Specialist Customer Experience Intelligence

About Talabat and Role Overview

Talabat, part of the Delivery Hero Network, leads the online food ordering market across the Middle East with operations in several countries including the UAE. Serving over 4 million users and processing over 500,000 daily orders through 15,000+ brands, the company is expanding its Customer Experience (CX) division by hiring a Senior Specialist in CX Intelligence. This role focuses on analyzing customer feedback data to enhance satisfaction and guide strategic decisions.

Key Responsibilities

• Convert both qualitative and quantitative customer feedback into insightful narratives for leadership and cross-team use.
• Manage and analyze core customer feedback initiatives and metrics such as NPS, resolution rates, and post-interaction surveys.
• Conduct thorough data analyses by customer segments and journeys to identify actionable opportunities to improve the customer experience.
• Collaborate with CX, product, operations, and analytics teams to diagnose root causes of poor experiences and monitor the effectiveness of improvements.
• Maintain and enhance the Voice of the Customer (VoC) program by ensuring data accuracy, managing feedback mechanisms, and spotlighting trends incorporating AI and advanced text analytics.
• Engage in research to deepen understanding of shifting customer needs, especially areas with high impact like order cancellations, issues, and support services.
• Develop and deliver comprehensive customer experience insight presentations for senior leadership and monthly business reviews, emphasizing clear storytelling and actionable recommendations.
• Help create and refine dashboards, alerts, and monitoring tools to enable real-time tracking of customer sentiment and resolution outcomes.

Desired Qualifications and Skills

• Between 3 and 5 years' experience in customer insights, CX research, analytics, or related domains using analytical platforms such as Excel, SQL, Tableau, or Looker.
• Familiarity with survey tools, for example, Qualtrics.
• Capable of simplifying complex datasets into clear and actionable insights; excellent at communicating and presenting findings to diverse audiences including senior leaders.
• Inquisitive, proactive, and motivated to enhance large-scale customer experiences.
• Beneficial: Previous experience in technology, e-commerce, or logistics sectors.

Competencies and Work Style

• Strong analytical and critical thinking abilities, adept at managing ambiguity and delivering concise insights from data.
• Exceptional attention to detail with the capability to identify subtle trends and inconsistencies in customer behavior.
• Effective communicator for translating complex concepts for non-expert stakeholders.
• Self-motivated and proactive with proven skills in fostering alignment across cross-functional teams.
• Excellent organizational and time management skills suitable for high-pressure environments with tight deadlines.