Sr. Specialist Customer Experience Operations

About the Company

talabat is part of the Delivery Hero Group, a leading local delivery platform with a mission to make ordering fast, simple, and convenient. The business operates in more than 70 countries worldwide and is headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX index.

Role Overview

In this senior customer experience performance role, you will help shape and improve customer policies by using in-depth data analysis and behavioral insights. You will support the CX Operations and Compensation Policy functions by studying customer patterns, spotting misuse, and assessing how compensation-related actions affect the business.

The position calls for a highly analytical mindset, strong Excel and Looker capabilities, and the ability to turn data into practical recommendations. You will work closely with teams across Policy, Product, Data Science, and Finance to build compensation approaches that are efficient, fair, and aligned with broader customer experience and business priorities.

Key Responsibilities

• Deliver quantitative analysis that supports CX Operations and Policy teams, including detailed reviews of customer behavior by market and customer segment.
• Track trends in compensation usage, redemption, misuse, and eligibility so policy improvements can be suggested.
• Detect unusual activity and patterns that may indicate abuse in compensation or refund processes.
• Contribute to A/B tests and experimental setups that measure the effect of policy or process changes.
• Measure how compensation initiatives influence customer retention, order frequency, and overall cost.
• Monitor and present CX and compensation KPIs during weekly and monthly business reviews.
• Create and update dashboards that give live visibility into compensation performance and customer actions.
• Maintain metric transparency across regions and call out risks, improvements, and required actions.
• Work with market and product teams to improve data quality and tracking systems.
• Help design and roll out compensation initiatives, including business cases for new CX interventions or policy updates.
• Partner with Policy, Fraud, and Product teams to assess and reduce misuse or inefficiencies in the current setup.
• Develop data-backed recommendations that balance customer satisfaction with cost efficiency.

Requirements

• A bachelor’s or master’s degree in Business, Data Analytics, Economics, Statistics, or a related discipline.
• About 5 years of experience in data analytics, business intelligence, or performance management, ideally in e-commerce, customer experience, or compensation-related work.
• Advanced Excel skills with the ability to handle and analyze large datasets.
• Experience with SQL and BI tools such as Looker or Tableau is strongly preferred.
• Exposure to CX or financial performance indicators such as retention, frequency, or refund behavior is an added advantage.
• Strong analytical and critical thinking skills, with comfort working through ambiguity and converting data into clear conclusions.
• Excellent attention to detail and the ability to spot subtle trends or irregularities.
• Strong communication skills for presenting complex findings to non-technical audiences.
• A proactive, self-directed approach with the ability to collaborate across functions.
• Excellent organization and time management skills in a fast-moving, deadline-oriented environment.

Additional Information

The job description referenced an external document for more details, but no additional role-specific terms, compensation details, benefits, or working arrangement notes were provided beyond the onsite full-time setup in Dubai, United Arab Emirates.