Company DescriptionSince launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat's local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.Here at talabat, we are building a high-performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi-great place to work award winner.Job DescriptionAs 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 dataWrite efficient SQL queries to pull and clean large datasets across multiple sourcesBuild scalable, self-serve dashboards using BI tools such as Looker, Tableau, or PowerBIHigh comfort with Excel / Gsheets for problems requiring quick ad hoc analysisMaintain data hygiene and ensure consistency across reporting layersIdentify CX gaps and improvement areasAnalyze various sources - order journeys, customer contacts, funnel drop-offs etc to uncover root causes and opportunitiesAbility to help define key success and guard-rail metrics for specific outcomesProactively surface anomalies, trends, and emerging pain points before they escalateDeliver structured insights that are actionablePackage analysis into clear business narratives tailored to cross-functional stakeholdersPrioritize recommendations based on customer impact and business feasibilityCollaborate with Product, Ops, and Customer Support to shape priorities based on insightsTrack and report CX performanceMaintain a regular reporting cadence on key CX KPIsRegularly update and present insights on metric performance, fluctuations, and variances to stakeholdersSupport the development of new CX and operational KPIs, working closely with senior analysts and leadership teamsEvaluate trends at a regional and country level to inform strategic reviewsAgility without compromising on depthDeliver high-quality outputs within tight timelines amidst evolving business prioritiesBalance long-term projects with short-term diagnostics and stakeholder asksQualifications2 to 4 years of experience in analytics, ideally from tech ecosystemsStrong SQL skills and hands-on experience with BI tools like Looker, PowerBI, or TableauHigh proficiency in Excel and Google Sheets for quick analysis and reportingAbility to break down ambiguous problems, map journeys, and run root cause analysesProactive in spotting trends, gaps, and improvement areas without being promptedClear communicator who can simplify complex data for non-technical stakeholdersFast, independent working style with strong attention to detailAdditional InformationAs 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 wantParental leaveWorking 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 doorTake 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
