CX intelligence Senior Specialist

About the role

This position focuses on interpreting customer feedback to guide business strategy and improve user satisfaction at Talabat. You will be responsible for managing core metrics and transforming complex data sets into clear reports for senior leadership.

Key facts

What you'll do

• Convert raw feedback data into actionable narratives for management and internal departments.
• Manage and evaluate primary feedback initiatives, specifically focusing on NPS, resolution feedback, and post-interaction surveys.
• Perform detailed investigations into customer journeys to uncover the drivers behind user sentiment.
• Work alongside product, operations, and analytics departments to pinpoint the origins of negative experiences and measure the success of corrective actions.
• Maintain the Voice of the Customer program by verifying data accuracy and integrating new trends like AI and text analytics.
• Conduct research on critical topics such as order cancellations, support interactions, and service issues.
• Create insight presentations for monthly business reviews with Managing Directors.
• Develop and refine tracking tools, dashboards, and automated alerts to monitor sentiment performance.

Requirements

• 3 to 5 years of professional experience in CX research, customer insights, or data analytics.
• Proficiency in SQL, Tableau, Looker, and Excel.
• Practical experience using survey software such as Qualtrics.
• Ability to synthesize complex information into simple recommendations.
• Strong presentation skills with the ability to communicate findings to executive leadership.
• High attention to detail and the ability to manage time effectively in a fast-paced environment.

Nice to have

• Prior experience within the e-commerce, logistics, or technology sectors.

Skills & tools

• SQL
• Tableau
• Looker
• Excel
• Qualtrics
• Data storytelling
• Analytical and critical thinking

Practical notes

Talabat is part of the Delivery Hero network, serving 4 million users across the Middle East with over 500,000 daily orders. The company maintains a workforce of more than 4,500 employees.