Sr Business Analyst MX

Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Your work-life opportunity:

As a Sr Analyst in the Rider Service team you will be the analytical partner that the teams building our rider self-service tools and agent support experience depend on every day. You will own the numbers globally, track what works and what does not, and conduct the deep dives that uncover what the surface-level data never shows. Your work will have a direct line to how we run rider operations on the ground: the insights you surface will shape not just the tools riders use, but the way we operate across 20+ countries. We are looking for someone with a proactive mindset, strong analytical instincts, and the drive to turn complex, messy data into decisions that actually improve the rider experience.

Be a part of a team where you will:

• Analyse data obsessively to identify trends and build actionable strategies across rider service and support operations.

• Track and report on key metrics including rider contact ratio, agent productivity, resolution rates, cost per contact, and in-app satisfaction indicators.

• Conduct root cause analyses on service degradations and deep dives on rider service performance to uncover non-obvious patterns.

• Track test results and measure the impact of initiatives run by the self-service and agent experience teams.

• Build scalable outputs including dashboards, structured reports, and reusable frameworks that enable project managers to make faster and better-informed decisions.

• Collaborate closely with self-service and agent experience project managers to co-define problems, surface opportunities, and deliver data-driven recommendations independently.

• Work with local Operations teams across global markets to ensure analytical outputs translate into operational impact.

• Use data visualisation skills to communicate insights clearly and tell a coherent story from data to recommendation.

What you will bring to the ride:

• Bachelor's degree in Business, Engineering, Mathematics, Statistics or a related field

• 3+ years of experience in a data analytics role; experience in operations, tech, marketplace, or logistics-related businesses is a plus

• SQL proficiency: able to write reusable, readable queries leveraging joins, aggregations, and native database functions, working with mid- to large-volume datasets independently

• Proficiency in data visualisation tools such as Tableau, Looker, or PowerBI

• Excel / Google Sheets proficiency

• Strong business acumen: solid understanding of marketplace or platform business models, operational KPIs, and their key drivers

• Excellent communication skills in English, with the ability to present insights clearly to non-technical stakeholders

• Demonstrated stakeholder management experience: able to co-discover root causes with business partners and deliver analytical outputs autonomously

• Proactive approach, strong organisation skills, and obsession with detail

• Ability to manage multiple tasks, prioritise workload, and thrive in a fast-paced environment

Nice to haves:

• Python for automating processes, building visualisations, or creating interactive reports

• Prior experience in marketplace, food delivery, logistics, or gig economy businesses (e.g. Uber, Wolt, Bolt, Deliveroo, Rappi, Amazon)

• Familiarity with rider or courier operations metrics

• Experience working in a global or multi-market environment

• Project management experience

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!