Sr. Specialist CX Intelligence

চাকরির বিবরণ

talabat is hiring a Senior Specialist, CX Intelligence for its Customer Experience team in Dubai. The role is the go-to person for customer feedback analytics, specifically Net Promoter Score, resolution metrics and deep-dive discovery work that drives customer-centric decisions across the business.

দায়িত্ব

• 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.

যোগ্যতা

• 3–5 years of experience in customer insights, CX research, analytics, or a related field.
• Strong analytical skills with experience using tools like Excel, SQL, Tableau, or Looker.
• A working knowledge of survey platforms (e.g., Qualtrics).
• Ability to turn complex data into simple, actionable insights.
• Excellent communication and storytelling skills; comfort presenting to cross-functional teams and senior leadership.
• Curiosity, proactivity, and a drive to improve customer experience at scale.
• Bonus: Experience working in tech, e-commerce, or logistics industries.
• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

দক্ষতা

• Customer Insights
• Looker
• NPS
• SQL
• Survey Platforms
• Tableau