Sr. Specialist Customer Experience Research

Delivery Hero; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading food delivery service in Dubai is seeking a Specialist to drive customer feedback analytics. You'll translate analytics into insights and collaborate with cross-functional teams to improve the customer experience. Candidates should have analytical skills, experience with tools like SQL and Tableau, and a proactive mindset. The role offers exciting opportunities for personal growth, monthly credits, and wellness benefits.

Benefits

Monthly Talabat credit

Sponsored healthcare

Gym membership

Free fruits and beverages

Qualifications

• 3-5 years of experience in customer insights, CX research, analytics or a related field.
• Ability to translate qualitative and quantitative feedback into actionable insights.
• Excellent storytelling skills for presenting to stakeholders.

Responsibilities

• Translate customer feedback analytics into compelling narratives.
• Own and analyze key customer feedback programs including NPS.
• Conduct deep dives across customer segments to improve user satisfaction.

Skills

Analytical skills

Communication skills

Critical thinking

Data interpretation

Education

Experience in customer insights or CX research

Experience with tools like Excel, SQL, Tableau

Tools

Excel

SQL

Tableau

Looker

Qualtrics

Job description

We're looking for a curious data‑driven and customer‑obsessed Specialist to join our Customer Experience. This role you'll be the go‑to person for customer feedback analytics, specifically around Net Promoter Score (NPS), Resolution Metrics and deep‑dive discovery pieces that drive customer‑centric decision‑making across the business.

What You’ll Do:

• Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross‑functional stakeholders.

• Own and analyze key customer feedback programs and key metrics including NPS resolution feedback and post‑interaction surveys.

• Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.

• Collaborate with CX product operations and analytics teams to identify root causes of negative experiences and track the impact of improvements over time.

• Support the Voice of the Customer (VoC) program by ensuring data integrity, running feedback loops and highlighting emerging trends such as AI and advanced text analytics.

• Contribute to discovery research that helps us better understand evolving customer needs, especially in high‑impact areas like cancellations, order issues and support experience.

• Prepare customer experience insight decks for senior leadership and monthly business reviews with MDs, ensuring clear storytelling, strategic recommendations and data accuracy.

• Assist in building and optimizing dashboards, alerts and tracking tools that enable teams to monitor sentiment and resolution performance in real time.

Qualifications

• 35 years of experience in customer insights, CX research, analytics or a related field.

• Strong analytical skills with experience using tools like Excel, SQL, Tableau or Looker.

• A working knowledge of survey platforms (e.g., Qualtrics).

• Ability to turn complex data into simple actionable insights.

• Excellent communication and storytelling skills; comfort presenting to cross‑functional teams and senior leadership.

• Curiosity, proactivity and a drive to improve customer experience at scale.

• Bonus: Experience working in tech, e‑commerce or logistics industries.

Skills & Competencies

• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

• High attention to detail; ability to detect subtle behavioral trends and anomalies.

• Excellent communication skills; able to present complex findings clearly to non‑technical stakeholders.

• Proactive, self‑driven and capable of working across teams to drive cross‑functional alignment.

• Strong organizational and time‑management abilities in a fast‑paced, deadline‑driven environment.

Additional Information

• You have the opportunity to be based in our specially designed collaborative workspace in City Walk.

• You will also experience exciting opportunities for professional and personal growth and recognition.

• Monthly Talabat credit to spend in the app however you want.

• Parental leave.

• Working with the team building the fastest‑growing, largest, and most valuable network of online food‑ordering services.

• Our colleagues at Talabat come from every corner of the globe, working in diverse cross‑cultural teams.

• Enjoy fresh fruits, cereals, beverages, tea and discounts at our Everyday Roastery café next door.

• Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace.

• Sponsored healthcare and gym membership.

Remote Work

No

Employment Type

Full‑time