Senior Specialist - Customer Experience Analytics
Posted date [2026-09-20]
(ID: 52187)
 |
Talabat is the MENA region’s leading on-demand delivery platform, headquartered in Dubai and operating across eight markets. We leverage a tech-driven flywheel model to connect millions of users with food, groceries, and essential services. By bridging the gap between people and local businesses, we continue to scale our ecosystem and simplify everyday life through innovation. |
Job Description and Requirements
Senior Specialist - Customer Experience AnalyticsJob Snapshot
Role: Senior Specialist - Customer Experience Analytics
Location: Dubai, UAE
Industry: Internet
Function: Business Analysis-Research
Experience: Not specified
Job Type: Full Time
Position Overview
talabat is hiring a Senior Specialist - Customer Experience Analytics in Dubai, UAE to turn customer feedback and experience data into actionable business insights. The role focuses on Net Promoter Score (NPS), resolution metrics, post-interaction feedback, customer journey analysis, and Voice of the Customer programs. Working across Customer Experience, Product, Operations, and Analytics teams, the Senior Specialist will identify the drivers behind customer experiences, uncover improvement opportunities, and translate complex findings into clear recommendations for senior leadership.
Job Details
Country: UAE
City: Dubai
Industry: Internet
Function: Business Analysis-Research
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site
Customer Feedback Analytics
The Senior Specialist will serve as a key resource for understanding
customer feedback and converting quantitative and qualitative information into insights that support customer-centric decisions.
Key responsibilities include:
* Own and analyze customer feedback programs and associated performance metrics.
* Monitor and evaluate Net Promoter Score (NPS).
* Analyze resolution feedback and post-interaction survey results.
* Combine qualitative and quantitative feedback to identify meaningful patterns.
* Translate complex findings into clear narratives for leadership and cross-functional stakeholders.
* Maintain a strong focus on data accuracy when preparing customer experience insights.
Customer Journey Deep Dives
* Conduct detailed analysis across customer segments and journeys.
* Identify trends, experience gaps, and opportunities to improve customer satisfaction.
* Investigate customer experiences involving cancellations, order issues, and support interactions.
* Support discovery research into changing customer needs and behaviors.
* Surface actionable insights that can inform customer experience strategy.
* Examine experience data to identify the factors contributing to positive and negative outcomes.
Voice of the Customer
The role will contribute to talabat\'s Voice of the Customer program by strengthening feedback loops and ensuring customer insights reach the teams capable of acting on them.
Responsibilities include:
* Support the integrity and reliability of Voice of the Customer data.
* Run feedback loops across relevant teams.
* Identify and communicate emerging customer experience trends.
* Highlight opportunities involving AI and advanced text analytics.
* Help teams understand recurring customer pain points.
* Track changes in customer feedback as improvements are implemented.
Cross-Functional Collaboration
* Partner with Customer Experience, Product, Operations, and Analytics teams.
* Investigate root causes behind negative customer experiences.
* Work with relevant teams to identify practical improvement opportunities.
* Track the impact of implemented improvements over time.
* Connect customer feedback with operational and product considerations.
* Provide commercially relevant insights that support customer-focused decision-making.
Leadership Reporting and Storytelling
* Prepare customer experience insight decks for senior leadership.
* Support monthly business reviews with Managing Directors.
* Present findings through clear, structured, and accurate data storytelling.
* Develop strategic recommendations based on customer feedback analysis.
* Ensure leadership reporting clearly communicates customer trends, risks, and opportunities.
* Translate analytical findings into recommendations that stakeholders can act upon.
Dashboards and Performance Monitoring
* Assist with building and optimizing customer experience dashboards.
* Develop tracking tools for customer sentiment and resolution performance.
* Support alerts that help teams identify important changes in customer feedback.
* Improve visibility into customer experience metrics.
* Enable teams to monitor sentiment and resolution performance in real time.
Core Capabilities
The role requires a combination of analytical curiosity, customer focus, and strong communication skills, with particular emphasis on:
* Customer feedback analytics.
* Net Promoter Score analysis.
* Resolution metrics.
* Post-interaction surveys.
* Voice of the Customer programs.
* Customer segmentation and journey analysis.
* Root-cause analysis.
* Qualitative and quantitative data interpretation.
* Customer experience reporting.
* Dashboard and tracking tools.
* Data storytelling.
* AI and advanced text analytics awareness.
* Cross-functional stakeholder collaboration.
About talabat
talabat is part of the Delivery Hero network and operates an online food ordering and delivery business across markets in the Middle East. Its operations span Kuwait, Egypt, Iraq, Bahrain, Oman, Qatar, Jordan, and the United Arab Emirates, connecting customers with thousands of brands through its delivery platform.
Key responsibilities include:
* Own and analyze customer feedback programs and associated performance metrics.
* Monitor and evaluate Net Promoter Score (NPS).
* Analyze resolution feedback and post-interaction survey results.
* Combine qualitative and quantitative feedback to identify meaningful patterns.
* Translate complex findings into clear narratives for leadership and cross-functional stakeholders.
* Maintain a strong focus on data accuracy when preparing customer experience insights.
Customer Journey Deep Dives
* Conduct detailed analysis across customer segments and journeys.
* Identify trends, experience gaps, and opportunities to improve customer satisfaction.
* Investigate customer experiences involving cancellations, order issues, and support interactions.
* Support discovery research into changing customer needs and behaviors.
* Surface actionable insights that can inform customer experience strategy.
* Examine experience data to identify the factors contributing to positive and negative outcomes.
Voice of the Customer
The role will contribute to talabat\'s Voice of the Customer program by strengthening feedback loops and ensuring customer insights reach the teams capable of acting on them.
Responsibilities include:
* Support the integrity and reliability of Voice of the Customer data.
* Run feedback loops across relevant teams.
* Identify and communicate emerging customer experience trends.
* Highlight opportunities involving AI and advanced text analytics.
* Help teams understand recurring customer pain points.
* Track changes in customer feedback as improvements are implemented.
Cross-Functional Collaboration
* Partner with Customer Experience, Product, Operations, and Analytics teams.
* Investigate root causes behind negative customer experiences.
* Work with relevant teams to identify practical improvement opportunities.
* Track the impact of implemented improvements over time.
* Connect customer feedback with operational and product considerations.
* Provide commercially relevant insights that support customer-focused decision-making.
Leadership Reporting and Storytelling
* Prepare customer experience insight decks for senior leadership.
* Support monthly business reviews with Managing Directors.
* Present findings through clear, structured, and accurate data storytelling.
* Develop strategic recommendations based on customer feedback analysis.
* Ensure leadership reporting clearly communicates customer trends, risks, and opportunities.
* Translate analytical findings into recommendations that stakeholders can act upon.
Dashboards and Performance Monitoring
* Assist with building and optimizing customer experience dashboards.
* Develop tracking tools for customer sentiment and resolution performance.
* Support alerts that help teams identify important changes in customer feedback.
* Improve visibility into customer experience metrics.
* Enable teams to monitor sentiment and resolution performance in real time.
Core Capabilities
The role requires a combination of analytical curiosity, customer focus, and strong communication skills, with particular emphasis on:
* Customer feedback analytics.
* Net Promoter Score analysis.
* Resolution metrics.
* Post-interaction surveys.
* Voice of the Customer programs.
* Customer segmentation and journey analysis.
* Root-cause analysis.
* Qualitative and quantitative data interpretation.
* Customer experience reporting.
* Dashboard and tracking tools.
* Data storytelling.
* AI and advanced text analytics awareness.
* Cross-functional stakeholder collaboration.
About talabat
talabat is part of the Delivery Hero network and operates an online food ordering and delivery business across markets in the Middle East. Its operations span Kuwait, Egypt, Iraq, Bahrain, Oman, Qatar, Jordan, and the United Arab Emirates, connecting customers with thousands of brands through its delivery platform.
