Senior Specialist - Customer Experience Analytics

Talabat Holding; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

talabat is hiring a Senior Specialist - Customer Experience Analytics in Dubai, UAE to turn customer feedback into actionable business insights. The role centers on NPS, resolution metrics, and post‑interaction surveys across CX, Product, Operations, and Analytics teams.

You will identify drivers of customer experience, uncover improvement opportunities, and translate complex findings into clear recommendations for senior leadership, with a strong focus on data accuracy and persuasive

Qualifications

• Experience turning customer feedback into actionable insights.
• Ability to analyze NPS and customer journeys.
• Strong storytelling for leadership.
• Cross-functional collaboration across CX, Product, Operations, and Analytics.

Responsibilities

• Own and analyze customer feedback programs and metrics.
• Monitor Net Promoter Score and related metrics.
• Analyze resolution feedback and post-interaction surveys.
• Translate findings into actionable narratives for leadership.
• Develop customer journey deep dives across segments.

Skills

Feedback analytics

NPS analysis

Resolution metrics

Post-interaction surveys

Voice of the Customer

Customer segmentation

Journey analysis

Root-cause analysis

Data storytelling

Job description

Senior Specialist - Customer Experience Analytics Job Snapshot

• Role: Senior Specialist - Customer Experience Analytics
• Location: Dubai, UAE
• Industry: Internet
• Function: Business Analysis-Research
• Experience: Not specified
• Job Type: Full Time

Job Overview

talabat is hiring a Senior Specialist - Customer Experience Analytics in Dubai, UAE to turn customer feedback and experience data into actionable business insights. The role focuses on Net Promoter Score (NPS), resolution metrics, post-interaction feedback, customer journey analysis, and Voice of the Customer programs. Working across Customer Experience, Product, Operations, and Analytics teams, the Senior Specialist will identify the drivers behind customer experiences, uncover improvement opportunities, and translate complex findings into clear recommendations for senior leadership.

Job Details

• Country: UAE
• City: Dubai
• Industry: Internet
• Salary: Not disclosed
• Job Type: Full Time
• Work Arrangement: On-site

Customer Feedback Analytics

• Own and analyze customer feedback programs and associated performance metrics.
• Monitor and evaluate Net Promoter Score (NPS).
• Analyze resolution feedback and post-interaction survey results.
• Combine qualitative and quantitative feedback to identify meaningful patterns.
• Translate complex findings into clear narratives for leadership and cross-functional stakeholders.
• Maintain a strong focus on data accuracy when preparing customer experience insights.

Customer Journey Deep Dives

• Conduct detailed analysis across customer segments and journeys.
• Identify trends, experience gaps, and opportunities to improve customer satisfaction.
• Investigate customer experiences involving cancellations, order issues, and support interactions.
• Support discovery research into changing customer needs and behaviors.
• Surface actionable insights that can inform customer experience strategy.
• Examine experience data to identify the factors contributing to positive and negative outcomes.

Voice of the Customer

• Support the integrity and reliability of Voice of the Customer data.
• Run feedback loops across relevant teams.
• Identify and communicate emerging customer experience trends.
• Highlight opportunities involving AI and advanced text analytics.
• Help teams understand recurring customer pain points.
• Track changes in customer feedback as improvements are implemented.

Cross-Functional Collaboration

• Partner with Customer Experience, Product, Operations, and Analytics teams.
• Investigate root causes behind negative customer experiences.
• Work with relevant teams to identify practical improvement opportunities.
• Track the impact of implemented improvements over time.Connect customer feedback with operational and product considerations.
• Provide commercially relevant insights that support customer-focused decision-making.

Leadership Reporting and Storytelling

• Prepare customer experience insight decks for senior leadership.
• Support monthly business reviews with Managing Directors.
• Present findings through clear, structured, and accurate data storytelling.
• Develop strategic recommendations based on customer feedback analysis.
• Ensure leadership reporting clearly communicates customer trends, risks, and opportunities.
• Translate analytical findings into recommendations that stakeholders can act upon.

Dashboards and Performance Monitoring

• Assist with building and optimizing customer experience dashboards.
• Develop tracking tools for customer sentiment and resolution performance.
• Support alerts that help teams identify important changes in customer feedback.
• Improve visibility into customer experience metrics.
• Enable teams to monitor sentiment and resolution performance in real time.

Core Capabilities

• Customer feedback analytics.
• Net Promoter Score analysis.
• Resolution metrics.
• Post-interaction surveys.
• Voice of the Customer programs.
• Customer segmentation and journey analysis.
• Root-cause analysis.
• Qualitative and quantitative data interpretation.
• Customer experience reporting.
• Dashboard and tracking tools.
• Data storytelling.
• AI and advanced text analytics awareness.
• Cross-functional stakeholder collaboration.

About talabat

talabat is part of the Delivery Hero network and operates an online food ordering and delivery business across markets in the Middle East. Its operations span Kuwait, Egypt, Iraq, Bahrain, Oman, Qatar, Jordan, and the United Arab Emirates, connecting customers with thousands of brands through its delivery platform.