CX Analyst
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Job Description
As a CX analyst at talabat you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics design automated dashboards and analyze large datasets to uncover actionable insights.
This role requires strong analytical skills attention to detail and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics identifying unusual patterns in customer behavior and supporting initiatives that impact budgets customer retention and order frequency. If you are passionate about data-driven decision-making and enhancing customer experience this is an excellent opportunity to make an impact in a dynamic and fast-paced environment.
Extract transform and analyze data
Write efficient SQL queries to pull and clean large datasets across multiple sources
Build scalable self-serve dashboards using BI tools such as Looker Tableau or PowerBI
High comfort with Excel / Gsheets for problems requiring quick ad hoc analysis
Maintain data hygiene and ensure consistency across reporting layers
Identify CX gaps and improvement areas
Analyze various sources - order journeys customer contacts funnel drop-offs etc to uncover root causes and opportunities
Ability to help define key success and guard-rail metrics for specific outcomes
Proactively surface anomalies trends and emerging pain points before they escalate
Deliver structured insights that are actionable
Package analysis into clear business narratives tailored to cross-functional stakeholders
Prioritize recommendations based on customer impact and business feasibility
Collaborate with Product Ops and Customer Support to shape priorities based on insights
Track and report CX performance
Maintain a regular reporting cadence on key CX KPIs
Regularly update and present insights on metric performance fluctuations and variances to stakeholders
Support the development of new CX and operational KPIs working closely with senior analysts and leadership teams
Evaluate trends at a regional and country level to inform strategic reviews
Agility without compromising on depth
Deliver high-quality outputs within tight timelines amidst evolving business priorities
Balance long-term projects with short-term diagnostics and stakeholder asks
Qualifications :
2 to 4 years of experience in analytics ideally from tech ecosystems
Strong SQL skills and hands-on experience with BI tools like Looker PowerBI or Tableau
High proficiency in Excel and Google Sheets for quick analysis and reporting
Ability to break down ambiguous problems map journeys and run root cause analyses
Proactive in spotting trends gaps and improvement areas without being prompted
Clear communicator who can simplify complex data for non-technical stakeholders
Fast independent working style with strong attention to detail
Additional Information :
As part of the talabat team:
You have the opportunity to be based in our specially designed collaborative work space in City Walk.
You will also experience exciting opportunities for professional and personal growth and recognition.
Monthly talabat credit to spend in the app however you want
Parental leave
Working with the team building the fastest-growing largest and most valuable network of online food ordering services.
Our colleagues at talabat come from every corner of the globe working in diverse cross-cultural teams.
Enjoy fresh fruits cereals beverages tea and discounts at our Everyday Roastery cafe next door
Take a break in our wellbeing room music room or take in the views of the Dubai Downtown Skyline on our roof terrace!
Sponsored healthcare and gym membership
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
