Sr. Specialist Customer Experience (Research)

Delivery Hero

We're looking for a curious, data-driven, and customer-obsessed Specialist to join our Customer Experience team at Talabat. In 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.