Senior Specialist - CX Performance

Talabat; Dubai; On-site; AED 200,880 - 312,480; Full time

Job summary

Talabat is seeking a Senior Specialist - CX Performance in Dubai to support CX Operations by analyzing customer compensation and refund behaviors. This role is pivotal in identifying patterns and improving the customer experience through data-driven insights.

The ideal candidate has around 5 years of relevant experience in data analytics and proficiency in SQL and BI tools like Looker and Tableau. Strong analytical skills and the ability to communicate findings effectively are essential.

Qualifications

• Around 5 years of experience in data analytics, business intelligence, or performance management.
• Strong proficiency in Microsoft Excel with the ability to manage, clean, analyze, and summarize large datasets.
• Experience with SQL is highly preferred for extracting, validating, and analyzing performance data.

Responsibilities

• Analyze customer behavior across regions, segments, compensation journeys, refund patterns.
• Provide quantitative insights to support CX Operations and Policy teams.
• Track CX and compensation performance KPIs for business reviews.

Skills

CX performance analysis

Customer behavior analytics

Compensation analysis

Refund behavior analysis

Customer retention analysis

Business intelligence

Microsoft Excel

SQL

Looker

Tableau

Education

Bachelor's or Master's degree in Business, Data Analytics, Economics, Statistics

Tools

BI tools like Looker, Tableau

Job description

Senior Specialist - CX Performance

Location: Dubai, United Arab Emirates

Industry: Internet

Function: Analyst

Job Type: Full-time

Experience: Around 5 years in data analytics, business intelligence, or performance management

Salary: 18,000-28,000 (Estimated salary range; confirm with employer)

Job Overview

The Senior Specialist - CX Performance will support CX Operations and Compensation Policy teams by analyzing how customers use compensation, refunds, redemptions, and eligibility-based recovery options. The role identifies behavioral patterns, misuse signals, policy gaps, and measurable opportunities to improve customer experience while preventing unnecessary cost leakage. By working with Policy, Product, Data Science, Fraud, Finance, and market teams, this position ensures that compensation-related decisions are data‑driven, logically sound, and customer‑focused.

Key Responsibilities

• Analyze customer behavior across regions, segments, compensation journeys, refund patterns, order frequency, and retention signals.
• Provide quantitative insights to support CX Operations and Policy teams in improving customer recovery decisions.
• Monitor trends in compensation usage, redemption, misuse, eligibility, and refund behavior to identify policy improvement opportunities.
• Detect anomalies, abuse patterns, unusual customer behavior, and potential inefficiencies in compensation processes.
• Support A/B testing and experimental design to measure the impact of policy changes, process improvements, and CX initiatives.
• Quantify how compensation-related actions affect customer retention, order frequency, customer satisfaction, and operating cost.
• Track CX and compensation performance KPIs for weekly and monthly business reviews.
• Build and maintain dashboards that provide real‑time visibility into customer behavior, compensation performance, risks, and actions.
• Improve transparency of key metrics across markets by highlighting trends, gaps, risks, and performance improvements.
• Work with market and product teams to improve data accuracy, event tracking, reporting logic, and customer behavior visibility.
• Support business cases for new compensation initiatives, CX interventions, and policy updates.
• Collaborate with Policy, Fraud, Product, Data Science, and Finance teams to evaluate misuse, reduce inefficiencies, and improve governance.
• Prepare clear analytical recommendations that balance customer satisfaction, retention value, financial discipline, and policy integrity.
• Convert complex data findings into simple explanations for non‑technical stakeholders.
• Manage multiple reporting and analysis priorities while maintaining accuracy, structure, and strong attention to detail.

Ideal Profile

• Bachelor's or Master's degree in Business, Data Analytics, Economics, Statistics, or a related field.
• About 5 years of experience in data analytics, business intelligence, performance management, CX analytics, or compensation‑related analysis.
• Experience in e‑commerce, food delivery, platform operations, customer experience, or digital business environments is preferred.
• Strong proficiency in Microsoft Excel with the ability to manage, clean, analyze, and summarize large datasets.
• Experience with SQL is highly preferred for extracting, validating, and analyzing performance data.
• Hands‑on knowledge of BI tools such as Looker, Tableau, or similar platforms is highly valuable.
• Prior exposure to CX or financial performance metrics such as retention, frequency, refund behavior, compensation cost, churn, or recovery impact is an advantage.
• Strong analytical and critical thinking skills with the ability to work through ambiguity and produce clear insights.
• High attention to detail with the ability to identify subtle trends, anomalies, and misuse indicators.
• Excellent communication skills with the ability to present complex findings clearly to business and non‑technical stakeholders.
• Proactive, self‑driven, and comfortable working across teams to drive alignment and action.
• Strong organizational and time‑management skills in a fast‑paced, deadline‑driven environment.
• Able to balance customer experience goals with business efficiency, financial control, and policy fairness.

Skills Set

• CX performance analysis
• Customer behavior analytics
• Compensation analysis
• Refund behavior analysis
• Customer retention analysis
• Business intelligence
• Microsoft Excel
• SQL
• Looker
• Tableau
• Dashboard development
• KPI reporting
• Data visualization
• A/B testing support
• Experimental design
• Misuse trend detection
• Eligibility analysis
• Redemption analysis
• Order frequency analysis
• Cost impact analysis
• Policy performance review
• Data accuracy improvement
• Business case support
• Cross‑functional collaboration
• Product team coordination
• Finance coordination
• Fraud analysis support
• Data Science collaboration
• Stakeholder communication
• Performance reporting

EEO Statement

We are an equal opportunity employer and encourage applicants of all backgrounds to apply.