Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]

Job description

Your work-life opportunity: As Senior Performance Analyst – Marketplace Experience, you will own the performance narrative and governance of Marketplace Experience across your region. You will be responsible for identifying, quantifying, and reducing experience-driven value loss, improving structural marketplace health, and closing the Retention Gap between seamless and non-seamless journeys. This role focuses on measurable business impact, connecting operational friction to financial outcomes and driving cross-functional alignment to improve retention, efficiency, and cost control. You will work closely with country MD’s, Operations, Service, Finance and Global HQ functions to ensure experience priorities translate into tangible regional performance improvements. Be a part of a team where you will: Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss, Cost-to-Serve / Recover, and Retention Gap — balancing efficiency with experience protection Identify structural drivers of value loss across Customer, Rider, and Partner journeys and quantify their financial impact Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers Lead regional performance reviews with GMs and senior stakeholders, creating transparency and accountability Escalate systemic marketplace issues to Global teams, advocating for structural fixes over short-term patches Ensure consistent reporting, performance storytelling, and decision-making frameworks across markets You have: 5+ years of experience in performance, strategy, operations, or analytical roles Strong ability to connect operational metrics to financial impact Experience influencing cross-functional stakeholders without direct authority Structured problem-solving and strong analytical capabilities Excellent communication and stakeholder management skills High ownership mindset, hands-on, and bias for measurable impact At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here . Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc). So, ready to take the wheel and make this the ride of your life? Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website ! 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. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.