Sr. Specialist CX Intelligence

We're looking for a curious, data-driven, and customer-obsessed Senior Specialist to join our Customer Experience team at Talabat. In this role, you’ll be the go-to person for customer feedback analytics—specifically around Net Promoter Score (NPS), Resolution Metrics, and deep-dive discovery pieces that drive customer-centric decision-making across the business.

WHAT’S ON YOUR PLATE?

• Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross-functional stakeholders.

• Own and analyze key customer feedback programs and key metrics, including NPS, resolution feedback, and post-interaction surveys.

• Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.

• Collaborate with CX, product, operations, and analytics teams to identify root causes of negative experiences and track the impact of improvements over time.

• Support the Voice of the Customer (VoC) program by ensuring data integrity, running feedback loops, and highlighting emerging trends such as AI and advanced text analytics.

• Contribute to discovery research that helps us better understand evolving customer needs, especially in high-impact areas like cancellations, order issues, and support experience.

• Prepare customer experience insight decks for senior leadership and monthly business reviews with MDs, ensuring clear storytelling, strategic recommendations, and data accuracy.

• Assist in building and optimizing dashboards, alerts, and tracking tools that enable teams to monitor sentiment and resolution performance in real-time.

WHAT DID WE ORDER?

Qualifications & Experience:

• 3–5 years of experience in customer insights, CX research, analytics, or a related field.
  Strong analytical skills with experience using tools like Excel, SQL, Tableau, or Looker.

• A working knowledge of survey platforms (e.g., Qualtrics).

• Ability to turn complex data into simple, actionable insights.
  Excellent communication and storytelling skills; comfort presenting to cross-functional teams and senior leadership.

• Curiosity, proactivity, and a drive to improve customer experience at scale.

• Bonus: Experience working in tech, e-commerce, or logistics industries.

Skills & Competencies:

• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

• High attention to detail; ability to detect subtle behavioral trends and anomalies.

• Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.

• Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.

• Strong organizational and time management abilities in a fast-paced, deadline-driven environment.