Sr. Specialist CX Intelligence

About the role

This position is designed for a meticulous and inquisitive analyst who will become the definitive voice for customer understanding within the Customer Experience organization. You will own the strategic analysis of customer sentiment, identifying patterns that drive dissatisfaction and loyalty. The role requires you to act as a bridge between raw data and executive decision-making, ensuring insights are actionable and precise. You will be the primary owner of customer feedback analytics, focusing relentlessly on metrics that matter most to the customer journey. Your work will uncover hidden friction points and validate the success of initiatives aimed at enhancing the user experience. You will translate complex behavioral data into narratives that resonate with leaders across the business. Ultimately, you will ensure that the voice of the customer is embedded in the strategic fabric of the organization.

Key facts

What you'll do

• Analyze qualitative and quantitative customer feedback to generate strategic narratives for leadership and cross-functional stakeholders.
• Take full ownership of analyzing Net Promoter Score, resolution metrics, and post-interaction survey data to measure performance and identify gaps.
• Conduct deep-dive investigations into customer segments and end-to-end journeys to surface root causes and opportunities for improvement.
• Partner with CX, product, operations, and analytics teams to co-create solutions that address negative experiences and validate enhancements over time.
• Drive the integrity and evolution of the Voice of the Customer program by managing feedback loops and monitoring emerging trends.
• Leverage advanced text analytics and AI-driven tools to extract insights from unstructured customer feedback at scale.
• Prepare high-impact materials for senior leadership and monthly business reviews, emphasizing clear storytelling and data accuracy.
• Build and optimize dashboards, alerts, and tracking systems to enable real-time monitoring of sentiment and resolution performance.
• Support discovery research initiatives focused on high-impact areas such as cancellations, order issues, and the overall support experience.
• Translate complex analytical findings into clear, actionable recommendations that influence product roadmaps and operational changes.

Requirements

• Bring three to five years of dedicated experience in customer insights, CX research, analytics, or a closely related discipline.
• Demonstrate strong analytical capabilities and proficiency in core tools such as Excel, SQL, Tableau, or Looker.
• Possess a working knowledge of survey platforms like Qualtrics as a mandatory technical requirement.
• Exhibit the ability to transform complex, ambiguous data sets into simple and actionable insights for diverse audiences.
• Show excellence in communication and storytelling, with comfort presenting findings to cross-functional teams and senior leadership.
• Maintain a high level of curiosity, proactivity, and a drive to improve customer experience at scale within dynamic environments.
• Have prior experience in technology, e-commerce, or logistics industries, as this background will add significant contextual value.
• Navigate ambiguity with comfort, ensuring analysis is rigorous, accurate, and aligned with business objectives.
• Communicate complex data findings clearly and persuasively to non-technical stakeholders to drive consensus and action.

Nice to have

• Preferred items are not specified in the source documentation for this role.

Practical notes

• The work location is specified as Dubai, ae, requiring physical presence in the designated office environment.
• This is a full-time engagement, requiring standard working hours as defined by company policy and team expectations.
• Travel requirements are not detailed in the source material, but the role may involve coordination with regional teams.
• Visa sponsorship information is not provided in the source documentation; candidates must verify eligibility based on local regulations.
• Deadlines for application submission are not outlined in the source material; interested candidates should adhere to standard hiring timelines.
• About the company

Glovo 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 around 65 countries worldwide. Headquartered in Berlin, Germany.