Senior CX Insights Strategist

Delivery Hero; Kentucky; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Ticket restaurant card

Private medical & life insurance

Mental health platform access

Online training platform

In-house gym

Global mobility program

Pension plan

efood pro subscription

Childcare allowance

Job summary

efood, part of the Delivery Hero Group, seeks a Senior CX Insights Analyst to turn qualitative and quantitative feedback into strategic insights. You will own a 360° view of customer experience, shaping product and operations decisions with data-driven storytelling and cross-functional collaboration.

You will partner with BI to create robust dashboards, track CX metrics, and deliver monthly, quarterly, and ad-hoc reports that show measurable impact on churn, satisfaction, and efficiency.

Qualifications

• Proven experience as a CX Analyst, BI Analyst, Data Analyst, or similar role focused on Customer Experience.
• Strong expertise in synthesizing qualitative and quantitative feedback (CSAT, NPS, CES, QA scores).
• Proficiency with data analysis tools and CX platforms (e.g. Power BI/Tableau, Qualtrics, UnitQ, Playvox).
• Demonstrated ability in data storytelling and translating complex analytics into executive-level recommendations.
• Excellent communication and stakeholder management skills with a collaborative, cross-functional mindset.

Responsibilities

• Provide a 360° view of customer experience by collecting, cleaning, and synthesizing data from multiple sources (CSAT, NPS, QA, support cases, app reviews).
• Apply advanced analytical techniques to identify root causes, correlations, and predictive patterns across personas and journey stages.
• Partner with BI to design, build, and maintain CX dashboards and automated reporting.
• Establish tracking to measure business and operational impact (e.g., churn risk indicators).
• Lead data-driven storytelling reports to inform leadership and deliver actionable recommendations.
• Collaborate with Operations, Product, Marketing, QA, and Training to drive action and improvements.

Skills

CX analysis

Data storytelling

Stakeholder management

Power BI

Tableau

Qualtrics

Tools

Power BI

Tableau

Qualtrics

UnitQ

Playvox

Job description

efood, part of the Delivery Hero Group, seeks a Senior CX Insights Analyst to turn qualitative and quantitative feedback into strategic insights. You will own a 360° view of customer experience, shaping product and operations decisions with data-driven storytelling and cross-functional collaboration.

You will partner with BI to create robust dashboards, track CX metrics, and deliver monthly, quarterly, and ad-hoc reports that show measurable impact on churn, satisfaction, and efficiency.