Sr. Specialist Customer Experience Operations talabat

https://docs.google.com/document/d/1aMc2K-suqylGOQpVNgc_OHNLcvjLG4hlpWUkC7wjsXI/edit?tab=t.0


As a Sr. CX Performance Specialist, you will be critical in shaping and optimizing customer policies through deep data analysis and behavioral insights. You will support the CX Operations and Compensation Policy teams by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of compensation-related initiatives.

This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations. You will collaborate closely with cross-functional teams including Policy, Product, Data Science, and Finance to ensure our compensation strategies are efficient, fair, and aligned with broader CX and business goals. If you are passionate about improving customer experience while balancing cost efficiency and policy integrity, this is an exciting opportunity to make a measurable impact in a dynamic environment.

WHAT DID WE ORDER?

Qualifications & Experience:

• Bachelor s or Master s in Business, Data Analytics, Economics, Statistics, or a related field.

• ~5 years of experience in data analytics, business intelligence, or performance management preferably in e-commerce, CX, or compensation-related roles.

• Strong proficiency in Excel; ability to manage and analyze large datasets.
  Experience with SQL and BI tools (e.g., Looker, Tableau) is highly preferred.
  Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus.

Skills & Competencies:

• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

• High attention to detail; ability to detect subtle behavioral trends and anomalies.

• Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.

• Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.

• Strong organizational and time management abilities in a fast-paced, deadline-driven environment.