Sr. Specialist CX Intelligence

Job description

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. As part of the Delivery Hero Network, Talabat is the pioneer of the online food ordering industry in the Middle East. Our operations span across Kuwait, Egypt, Iraq, Bahrain, Oman, Qatar, Jordan and United Arab Emirates. With more than 4,500+ employees, 4 million users, 15000+ brands and 500,000+ daily orders, we are just getting started