Analyst Customer Experience

Description:

When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!

Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

Role Summary

We’re looking for a specialist data analyst to join the team to support our business operations excellence team to support development and implementation of critical automation projects through data driven insights.

In this role, you will have the opportunity to touch every aspect of our business, driving data analysis and insights to help develop a wide range of high priority projects. You should be a self-starter who is customer centric, and passionate about strategy and analysis.

What’s on Your Plate?

• Embark on exploratory data analysis projects to achieve a better understanding of business processes as well as to discover opportunities of growth and optimization;
• Work directly with product and business stakeholders to translate questions and hypotheses into structured analysis
• The Analytics lead will seek and use actionable insights and recommendations to improve customer experience and will be responsible for designing and governing data to insights processes and reports providing insights support for experiments and projects.
• Work in partnership with the customer experience team and business partners to provide them with what they need to know to run their functions and reach our company goals.
• Be the data expert on our NPS & CSAT platform (Qualtrics) and proactively identify any trends, abnormalities, etc., regarding results, data intake, program health, etc., identify issues and problems, and recommend solutions
• Presenting detailed analysis to business partners to ensure that strategic decisions are made with highly relevant and accurate information
• Building NLP models for text mining initiatives to understand customer intents and sentiment

What Did We Order?

• Bachelor’s degree in economics, sciences or engineering
• Highly motivated and driven individual who enjoys working in a fast-paced, enthusiastic corporate environment
• Strong analytical skills – creative problem solver that can run analysis using different sources of information and deliver comprehensive, balanced & impactful analysis
• Expert in SQL programming skills with experience in integrating, structuring, and analysing large amounts of data from diverse sources
• Proficient in data visualization using BI tools such as Tableau and/ or Looker
• Exposure to the fields of customer experience analytics and A/B testing
• Comfortable analyzing in Excel, including manipulating data and visualization
• Experience in R/ Python (highly preferred)
• Experience with customer survey platforms like Qualtrics (preferred)
• Comfortable analyzing in Excel, including manipulating data and visualization