Operations Excellence Analyst — CX & Analytics

Keeta; Kuwait City; On-site; KWD 13,000 - 21,000; Full time

Job summary

Keeta in Kuwait City is seeking a data-driven Operation Excellence Analyst for the Grocery & Marketplace vertical to own how customers feel from checkout to doorstep.

You will build and monitor experience dashboards, detect anomalies, and deliver root-cause analysis that drives operational decisions. You will also resolve offline service disputes, safeguarding merchant availability and minimizing merchant-fault cancellations through proactive governance.

Qualifications

• Bachelor's degree or above.
• 2+ years of operations experience in e-commerce, instant retail, or food delivery platforms.
• Strong SQL skills and ability to write multi-table joins and metric calculations.
• Hands-on experience building dashboards with a BI tool (Tableau/Power BI/Looker).
• Sharp data instincts to spot anomalies and explain them with root cause analysis.
• Experience handling customer complaints end-to-end and closing the loop.

Responsibilities

• Build and monitor experience dashboards across the full order journey; detect anomalies and deliver root-cause analyses.
• Resolve offline service disputes and drive closed-loop resolutions to prevent repeats.
• Safeguard merchant availability by monitoring store operation rates and leading OOS governance.
• Track merchant-fault cancellations and work with frontline teams to resolve spikes quickly.

Skills

SQL

Operations exp

Dashboards

Root cause analysis

Customer service

Education

Bachelor's degree

Tools

Tableau

Power BI

Looker

Job description

Keeta in Kuwait City is seeking a data-driven Operation Excellence Analyst for the Grocery & Marketplace vertical to own how customers feel from checkout to doorstep.

You will build and monitor experience dashboards, detect anomalies, and deliver root-cause analysis that drives operational decisions. You will also resolve offline service disputes, safeguarding merchant availability and minimizing merchant-fault cancellations through proactive governance.