CX Insights Lead: NPS, VoC & Actionable Analytics

Showcify, Inc.; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Talabat is seeking a curious Senior Specialist for the Customer Experience team to own feedback analytics, NPS, and VoC programs. You will translate feedback into clear narratives for leadership and collaborate across CX, product, and analytics teams.

Role focuses on discovering actionable insights across customer journeys, surfacing root causes, and building dashboards to monitor sentiment and resolution in real time. Strong storytelling and data chops are essential.

Qualifications

• 3–5 years in customer insights, CX research, analytics, or related field.
• Strong analytical skills; proficient with Excel, SQL, Tableau or Looker.
• Familiar with survey platforms such as Qualtrics.
• Ability to translate complex data into clear, actionable insights.
• Excellent communication and storytelling; comfortable presenting to leadership.
• Curious, proactive, and able to scale CX improvements; knowledge of tech/e‑commerce is a plus.

Responsibilities

• Translate feedback into narratives and insights for leadership and stakeholders.
• Own and analyze NPS, resolution feedback, and post‑interaction surveys.
• Deep-dive data across customer segments to surface actionable insights.
• Collaborate with CX, product, operations, and analytics to root-cause negative experiences.
• Support VoC program; ensure data integrity and highlight emerging trends like AI text analytics.
• Contribute to discovery research on evolving customer needs (cancellations, orders, support).
• Prepare CX insight decks for senior leadership and monthly reviews with MDs.
• Assist in building dashboards, alerts, and tracking tools for real‑time sentiment/resolution.

Skills

Data analytics

Excel

SQL

Tableau

Looker

Qualtrics

Narrative storytelling

Cross-functional collaboration

Job description

Talabat is seeking a curious Senior Specialist for the Customer Experience team to own feedback analytics, NPS, and VoC programs. You will translate feedback into clear narratives for leadership and collaborate across CX, product, and analytics teams.

Role focuses on discovering actionable insights across customer journeys, surfacing root causes, and building dashboards to monitor sentiment and resolution in real time. Strong storytelling and data chops are essential.