Service Experience Management
Keeta
Employer Active
Posted 3 hrs ago
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Experience
5 - 9 Years
Job Location
Education
Bachelor of Science(Statistics)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
1. Conduct service experience data attribution analysis using core KPIs such as customer complaint rate, customer satisfaction, and rider on-time service rate.
2. Interface with the customer service team to collect and analyze satisfaction scores, rider complaints, and negative review rates, uncovering key impact drivers.
3. Perform multidimensional data monitoring and root-cause analysis based on rider delivery on-time rate, overtime rate, order-push completion rate, and refusal rate; produce focused analytical reports.
4. Monitor and analyze rider compliance, fraud, and platform-policy violation behaviors, generating specialized reports.
5. Design a rider tiering model and develop corresponding graduated control strategies.
6. Regularly evaluate the effectiveness of strategies and drive cross-departmental collaboration to implement and continuously optimize processes.
7. Deliver visual dashboards and decision-support tools; advocate for project execution and resource investment.
Desired Candidate Profile
1. Bachelor s degree or higher, preferably in Statistics, Data Analysis, Logistics Management, Operations Management, or a related field.
2. Minimum 5-7 years of data-analysis, service-experience, or customer-complaint operations experience in Middle East/United Arabic Emirates food-delivery or similar on-demand logistics.
3. Advanced proficiency in tools for multidimensional data visualization.
4. Deep understanding of United Arabic Emirates delivery regulations and market dynamics, with comprehensive knowledge of the end-to-end rider operations life-cycle.
5. Strong analytical mindset to identify user and operational pain points; ability to formulate clear business logic and independently develop improvement strategies.
6. Excellent project-management and cross-functional communication skills; able to respond rapidly and execute under pressure. Fluent in English.
Department / Functional Area
Keywords
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Keeta
1. Compete with global players: Broaden your international business perspective and gain practical, hands-on experience. 2. Collaborate with colleagues from 26 nationalities: Experience diverse cultures and entrepreneurial spirit in a truly international environment. 3. Be part of a high-growth business: Help shape the future of food delivery, contributing to an industry that s rapidly evolving.