Sr Business Analyst MX

About the role

You will serve as the primary analytical partner for the Rider Service team, focusing on the tools used by riders and support agents. Your insights will influence operational strategies across more than 20 countries by identifying performance trends and operational gaps. This position requires a proactive professional capable of transforming complex datasets into clear, actionable business decisions.

Key facts

What you'll do

• Monitor and report on core performance metrics including agent productivity, contact ratios, resolution rates, cost per contact, and in-app satisfaction.
• Perform root cause analysis on service issues and conduct deep dives to identify non-obvious operational patterns.
• Evaluate the impact of initiatives launched by the agent experience and self-service teams.
• Create scalable dashboards, reports, and frameworks to assist project managers in decision-making.
• Partner with project managers to define problem statements and provide independent, data-backed recommendations.
• Coordinate with local operations teams globally to ensure analytical findings lead to tangible improvements.
• Communicate complex data findings clearly to stakeholders through effective visualization.

Requirements

• Bachelor degree in Mathematics, Engineering, Business, Statistics, or a related field.
• Minimum of 3 years of experience in a data analytics role.
• Advanced SQL skills, including the ability to write readable, reusable queries for mid-to-large datasets using joins and aggregations.
• Proficiency in data visualization software such as PowerBI, Looker, or Tableau.
• High level of competency in Google Sheets and Excel.
• Strong understanding of platform or marketplace business models and their associated operational KPIs.
• Professional fluency in English with the ability to present findings to non-technical audiences.
• Proven experience managing stakeholders and working autonomously to identify business solutions.

Nice to have

• Proficiency in Python for process automation or report building.
• Background in the gig economy, food delivery, logistics, or marketplace sectors such as Uber, Bolt, Wolt, Rappi, Deliveroo, or Amazon.
• Experience with courier or rider operations metrics.
• Prior work experience in a multi-market or global organization.
• Background in project management.

Skills & tools

• SQL
• Tableau
• Looker
• PowerBI
• Excel
• Google Sheets
• Python (optional)

Practical notes

Delivery Hero is a global organization headquartered in Berlin and listed on the Frankfurt Stock Exchange. The company emphasizes inclusive hiring practices and encourages candidates to include their pronouns in their application.