CX Analyst

Delivery Hero SE; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading food delivery service in Dubai is seeking a CX Analyst to enhance customer experience through data analysis. This role involves monitoring key metrics, analyzing customer behaviors, and collaborating with cross-functional teams to implement actionable insights. The ideal candidate should have 2-4 years of analytics experience, strong SQL skills, and proficiency in BI tools. Competitive perks include a collaborative workspace, professional growth opportunities, and monthly talabat credit.

Benefits

Monthly talabat credit

Parental leave

Sponsored healthcare

Gym membership

Fresh fruits and beverages

Wellbeing and music rooms

Qualifications

• 2 to 4 years of experience in analytics, ideally from tech ecosystems.
• Strong SQL skills and hands-on experience with BI tools like Looker, PowerBI, or Tableau.
• High proficiency in Excel and Google Sheets for quick analysis and reporting.

Responsibilities

• Provide quantitative insights that drive improvements in customer experience.
• Monitor and report on key CX metrics.
• Analyze various sources to uncover root causes and opportunities.

Skills

SQL skills

Experience with BI tools (Looker, PowerBI, Tableau)

Analytical skills

Attention to detail

Communication skills

Proactive problem solving

Tools

Excel

Google Sheets

Job description

Company Description

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi-great place to work award winner.

Job Description

As a CX analyst at talabat, you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics, design automated dashboards, and analyze large datasets to uncover actionable insights.

This role requires strong analytical skills, attention to detail, and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics, identifying unusual patterns in customer behavior, and supporting initiatives that impact budgets, customer retention, and order frequency. If you are passionate about data-driven decision-making and enhancing customer experience, this is an excellent opportunity to make an impact in a dynamic and fast-paced environment.

Extract, transform, and analyze data

• Write efficient SQL queries to pull and clean large datasets across multiple sources
• Build scalable, self‑serve dashboards using BI tools such as Looker, Tableau, or PowerBI
• High comfort with Excel / Gsheets for problems requiring quick ad hoc analysis
• Maintain data hygiene and ensure consistency across reporting layers

Identify CX gaps and improvement areas

• Analyze various sources - order journeys, customer contacts, funnel drop-offs etc to uncover root causes and opportunities
• Ability to help define key success and guard‑rail metrics for specific outcomes
• Proactively surface anomalies, trends, and emerging pain points before they elevate

Deliver structured insights that are actionable

• Package analysis into clear business narratives tailored to cross‑functional stakeholders
• Prioritize recommendations based on customer impact and business feasibility
• Collaborate with Product, Ops, and Customer Support to shape priorities based on insights

Track and report CX performance

• Maintain a regular reporting cadence on key CX KPIs
• Regularly update and present insights on metric performance, fluctuations, and variances to stakeholders
• Support the development of new CX and operational KPIs, working closely with senior analysts and leadership teams
• Evaluate trends at a regional and country level to inform strategic reviews
• Agility without compromising on depth
• Deliver high‑quality outputs within tight timelines amid evolving business priorities
• Balance long‑term projects with short‑term diagnostics and stakeholder asks

Qualifications

• 2 to 4 years of experience in analytics, ideally from tech ecosystems
• Strong SQL skills and hands‑on experience with BI tools like Looker, PowerBI, or Tableau
• High proficiency in Excel and Google Sheets for quick analysis and reporting
• Ability to break down ambiguous problems, map journeys, and run root cause analyses
• Proactive in spotting trends, gaps, and improvement areas without being prompted
• Clear communicator who can simplify complex data for non‑technical stakeholders
• Fast, independent working style with strong attention to detail

Additional Information

• You have the opportunity to be based in our specially designed collaborative work space in City Walk.
• You will also experience exciting opportunities for professional and personal growth and recognition.
• Monthly talabat credit to spend in the app, however you want
• Parental leave
• Working with the team, building the fastest‑growing, largest and most valuable network of online food ordering services.
• Our colleagues at talabat come from every corner of the globe, working in diverse, cross‑cultural teams.
• Enjoy fresh fruits, cereals, beverages, tea, and discounts at our Everyday Roastery cafe next door
• Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace!
• Sponsored healthcare and gym membership