CX Analyst

Delivery Hero; Dubai; On-site; AED 180,000 - 270,000; Full time

Benefits offered by this job

City Walk workspace

Career growth

Talabat credit

Parental leave

Healthcare

Gym membership

Wellbeing room

Rooftop terrace view

Job summary

talabat is seeking a CX analyst to support CX Operations and Policy by delivering quantitative insights that drive customer experience improvements. You will define metrics, design automated dashboards, and analyze large datasets to uncover actionable recommendations in a fast-paced environment.

You will write SQL, build self-serve dashboards, and monitor CX KPIs, collaborating with product, ops, and support teams to prioritize initiatives and inform strategy.

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

Responsibilities

• 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 / Google Sheets for problems requiring quick ad hoc analysis
• Maintain data hygiene and ensure consistency across reporting layers
• Identify CX gaps and improvement areas by analyzing order journeys, customer contacts, funnel drop-offs
• Proactively surface anomalies, trends and emerging pain points before escalation
• Deliver structured insights that are actionable and tailored to stakeholders
• Collaborate with Product Ops and Customer Support to shape priorities based on insights
• Track and report CX performance with regular cadence on KPIs
• Evaluate trends at regional and country levels to inform strategic reviews
• Balance long-term projects with short-term diagnostics and stakeholder asks

Skills

SQL

BI tools

Excel/Sheets

Root cause analysis

Communication

Independent work

Tools

Looker

PowerBI

Tableau

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. Ifyou 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 escalation

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 amidst 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

Remote Work :

No

Employment Type :

Full-time