Senior CX Performance Specialist
Talabat
Employer Active
Posted 4 hrs ago
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Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Job Details
Location: United Arab Emirates
Location: Dubai
Industry: Consumer Service
Function: Customer Support / Client Care
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time
What You ll Do
* Provide data insights to support CX Operations and Policy teams in refining compensation strategies
* Analyze customer compensation behavior, identifying patterns of misuse or anomalies
* Conduct A/B testing and impact analysis on policy changes and compensation initiatives
* Quantify business impact of compensation programs on retention, frequency, and cost efficiency
* Track and report CX and compensation KPIs in weekly and monthly reviews
* Build and maintain dashboards for real-time visibility into compensation performance
* Ensure transparency of metrics across regions, highlighting risks and improvement opportunities
* Collaborate with policy, fraud, product, and finance teams to mitigate misuse and inefficiencies
* Support development of business cases and policy updates for compensation initiatives
* Deliver clear and actionable recommendations for balancing customer experience with financial goals
Candidate Requirements
* Bachelor s or Master s degree in Business, Data Analytics, Economics, Statistics, or related field
* Around 5 years of experience in data analytics, performance management, or business intelligence, preferably in e-commerce or CX roles
* Advanced proficiency in Excel with experience handling large datasets
* Strong knowledge of BI tools such as Looker or Tableau; SQL experience preferred
* Familiarity with CX or financial performance metrics including refunds, retention, and order frequency
* Strong analytical and problem-solving skills with ability to turn data into actionable insights
* High attention to detail with ability to identify trends and anomalies in customer behavior
* Strong communication skills to present findings to non-technical stakeholders
* Proactive, organized, and able to manage multiple priorities in a fast-paced environment
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