Specialist Customer Experience

Delivery Hero; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in the food delivery sector is seeking a Specialist CX to enhance customer experience through data-driven insights. The ideal candidate will leverage their analytical skills to monitor metrics, contribute to budgeting, and support special projects, making a significant impact in a fast-paced environment.

Qualifications

• 3-4 years of experience in analytics, operations, finance, or business intelligence.
• Strong experience in budget tracking and financial analysis.
• Ability to manage and analyze large datasets.

Responsibilities

• Monitor and report on key CX metrics and budget forecasts.
• Develop dashboards for tracking performance across markets.
• Support initiatives impacting customer retention and order frequency.

Skills

Analytical skills

Problem-solving skills

Data-driven mindset

Time management

Education

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

Tools

Excel

Data visualization tools (e.g., Looker, Tableau)

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 datadriven decisionmaking and enhancing customer experience this is an excellent opportunity to make an impact in a dynamic and fastpaced 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 crossfunctional 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 adhoc special projects ensuring timely and alignment with strategic priorities.

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

• Gather data and insights from various teams to support decisionmaking 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 fraudrelated 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 ecommerce food delivery or techdriven 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 problemsolving skills.

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

• Datadriven mindset with a keen eye for identifying trends and anomalies.

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

• Detailoriented and highly organized with excellent time management skills.

• Selfstarter with the ability to work independently and in a team environment

Remote Work :

No

Employment Type :

Fulltime