Specialist Customer Experience

Delivery Hero; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading e-commerce company in Dubai is looking for a Specialist CX to enhance customer experience through data-driven insights. In this full-time position, you'll monitor key metrics, support budgeting efforts, and work on special projects with cross-functional teams. Ideal candidates will have a Bachelor's degree and 3-4 years of relevant experience, strong analytical skills, Excel proficiency, and the ability to present findings effectively. The role operates in a dynamic environment with no remote work offered.

Qualifications

• 3-4 years of experience in analytics, operations, finance, or business intelligence, preferably in e-commerce, food delivery, or tech-driven environments.
• Strong Excel skills with the ability to manage and analyze large datasets.
• Experience with data visualization tools is a plus.
• Prior experience in budget tracking, data reporting, or financial analysis is beneficial.

Responsibilities

• Monitor, track, and report key CX metrics ensuring visibility across teams.
• Develop structured reports and dashboards to track performance trends.
• Assist in the budgeting process coordinating with regional markets.
• Support in delivering ad hoc special projects aligned with strategic priorities.
• Identify trends in fraud developing countermeasures.

Skills

Strong analytical and problem‑solving skills

Ability to work with large datasets

Data‑driven mindset

Ability to present insights clearly

Detail‑oriented and highly organized

Self‑starter with teamwork capabilities

Education

Bachelor's degree in Business, Finance, Data Analytics, Economics

Tools

Looker

Tableau

Excel

Job description

As a Specialist CX 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.

Metrics Monitoring & Reporting:

• Support in monitoring, tracking and reporting key CX and COO metrics ensuring visibility across teams.

• Develop structured reports and dashboards to track performance trends across markets and business functions.

• 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.

Budgeting & Cost Analysis:

• Assist in the budgeting process coordinating with regional markets and cross‑functional teams to collect and validate input data.

• Understand the granular drivers of budgets and help develop structured reporting to monitor them across different markets and business units.

• Identify variances in budget drivers providing insights into fluctuations and unexpected changes.

• Work with finance and market teams to ensure budget accuracy and optimize spending efficiency.

Project & Special Initiatives Support:

• Support the CX and COO teams in delivering ad hoc special projects ensuring timely alignment with strategic priorities.

• Assist in developing project plans tracking progress and coordinating with cross‑functional teams to drive initiatives forward.

• Gather data and insights from various teams to support decision‑making on customer experience enhancements and operational improvements.

Fraud Prevention & Cost Management:

• Identify trends and patterns in fraud working closely with fraud prevention teams to develop countermeasures.

• Provide insights into fraud‑related budget impacts and support initiatives to minimize financial risk.

• Collaborate with internal teams to refine fraud detection processes and improve reporting mechanisms.

Qualifications & Experience:

• Bachelors degree in Business, Finance, Data Analytics, Economics or a related field.

• 34 years of experience in analytics, operations, finance or business intelligence preferably in e‑commerce, food delivery or tech‑driven environments.

• Strong Excel skills with the ability to manage and analyze large datasets.

• Experience with data visualization tools (e.g. Looker, Tableau) is a plus.

• Prior experience in budget tracking, data reporting or financial analysis is beneficial.

Skills & Competencies:

• Strong analytical and problem‑solving skills.

• Ability to work with large datasets and extract meaningful insights.

• Data‑driven mindset with a keen eye for identifying trends and anomalies.

• Ability to present insights in a clear and actionable manner to stakeholders.

• Detail‑oriented and highly organized with excellent time management skills.

• Self‑starter with the ability to work independently and in a team environment.

Remote Work:

No

Employment Type:

Fulltime