Senior Specialist - Customer Experience Insights

Customer Experience Insights will serve as a key analytical partner within talabat\'s Customer Experience function, owning customer feedback analysis across major experience metrics and survey programs. The role is responsible for uncovering why customers feel the way they do, where friction occurs, and which improvements are most likely to strengthen satisfaction and loyalty.

The position combines quantitative analysis, qualitative interpretation, customer research, dashboarding, and executive storytelling. By connecting NPS, resolution feedback, post-interaction surveys, customer journeys, and operational data, the specialist will help teams prioritize improvements based on evidence rather than assumptions.

Key Responsibilities

* Own analysis of major customer feedback programs, including Net Promoter Score, resolution feedback, and post-interaction surveys.
* Translate qualitative and quantitative customer feedback into clear business narratives and actionable recommendations.
* Conduct detailed analysis across customer segments, journeys, behaviors, and interaction types.
* Identify recurring experience gaps, customer pain points, and emerging patterns that may affect satisfaction or retention.
* Investigate high-impact customer issues such as cancellations, order problems, and support interactions.
* Partner with Customer Experience, Product, Operations, and Analytics teams to identify root causes behind negative experiences.
* Track the effectiveness of corrective actions and experience improvements over time.
* Support Voice of the Customer programs by maintaining reliable feedback loops and accurate customer insight reporting.
* Monitor customer sentiment and identify emerging trends requiring further investigation.
* Apply advanced text analytics and AI-supported approaches where appropriate to improve feedback analysis.
* Contribute to discovery research focused on changing customer expectations and unmet needs.
* Develop structured research questions and analytical approaches for complex customer experience topics.
* Maintain strong data integrity across survey results, customer feedback datasets, and reporting outputs.
* Prepare customer experience insight decks for senior leadership and monthly business reviews.
* Present findings in clear language that connects customer behavior with commercial and operational impact.
* Build strategic recommendations based on evidence rather than descriptive reporting alone.
* Develop and optimize dashboards that track sentiment, NPS, resolution performance, and customer experience indicators.
* Support real-time alerts and tracking mechanisms for emerging experience issues.
* Use Excel, SQL, Tableau, Looker, or comparable tools to analyze and visualize customer data.
* Work with survey platforms such as Qualtrics to support feedback collection and analysis.
* Detect subtle behavioral changes, anomalies, and shifts in customer sentiment.
* Coordinate across multiple teams to ensure customer insights result in measurable action.
* Maintain organized analysis, documentation, and reporting while managing several priorities simultaneously.

Ideal Profile

Candidates should bring 3-5 years of experience in customer insights, Customer Experience research, analytics, Voice of the Customer programs, or a closely related field.

Strong analytical capability is essential, including practical experience with Excel, SQL, Tableau, Looker, or similar analytics and business intelligence tools. Familiarity with survey platforms such as Qualtrics is also expected.

The successful candidate should be comfortable combining quantitative data with qualitative customer feedback to explain not only what is happening, but why it is happening and what teams should do next.

Excellent storytelling and presentation skills are important because findings will be shared with cross-functional stakeholders, senior leadership, and managing directors. Candidates should be able to simplify complex analysis without losing important context or accuracy.

A curious and proactive mindset is particularly valuable in this position. Experience in technology, e-commerce, logistics, or other high-volume digital customer environments will be advantageous.

Skills Set

* Customer experience analytics
* Customer insights
* Net Promoter Score
* NPS analysis
* Voice of the Customer
* VoC programs
* Resolution metrics
* Customer feedback analysis
* Survey analytics
* Post-interaction surveys
* Qualtrics
* Customer journey analysis
* Customer segmentation
* Customer satisfaction
* Customer sentiment analysis
* Root-cause analysis
* Customer research
* Discovery research
* Behavioral analysis
* Text analytics
* AI-assisted analytics
* Microsoft Excel
* SQL
* Tableau
* Looker
* Dashboard development
* Real-time monitoring
* Data visualization
* Data integrity
* Experience measurement
* Customer support analytics
* Cancellation analysis
* Order issue analysis
* Insight storytelling
* Executive presentations
* Strategic recommendations
* Cross-functional collaboration
* Stakeholder management
* Trend analysis
* Anomaly detection

Why Join Us

Customer experience has direct influence on retention, loyalty, operational performance, and long-term marketplace growth. This role provides the opportunity to shape decisions using customer evidence across several high-impact journeys rather than focusing only on survey administration or reporting.

At talabat, the position offers exposure to large-scale digital customer behavior, Voice of the Customer programs, advanced analytics, AI-supported insight generation, product improvement, and executive decision-making. The breadth of the work can support progression into senior customer insights, CX strategy, analytics, research, product insights, or broader experience leadership roles.

About the Company

talabat is a leading online food, grocery, and local delivery platform in the Middle East and part of the Delivery Hero network. The company operates across multiple regional markets, connecting millions of customers with restaurants, retailers, and other partners through a technology-driven delivery marketplace.