Sr. CX Performance Specialist - Compensation

Since 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.

As a Sr. CX Performance Specialist - compensation, you will be critical in shaping and optimizing customer compensation policies through deep data analysis and behavioral insights. You will support the CX Operations and Compensation Policy teams by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of compensation-related initiatives.

This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations. You will collaborate closely with cross-functional teams — including Policy, Product, Data Science, and Finance — to ensure our compensation strategies are efficient, fair, and aligned with broader CX and business goals. If you are passionate about improving customer experience while balancing cost efficiency and policy integrity, this is an exciting opportunity to make a measurable impact in a dynamic environment.

Compensation Analysis & Insights

• Provide quantitative insights to support CX Operations and Policy teams, helping drive deep-dive analysis on customer compensation behavior across regions and segments.

• Monitor trends in usage, redemption, misuse, and eligibility to recommend policy refinements.

• Identify anomalies or patterns of abuse in compensation and refund behaviors.

• Support A/B testing and experimental design to assess the impact of policy or process changes.

• Quantify the impact of compensation initiatives on customer retention, order frequency, and cost.

CX & Compensation Performance Monitoring

• Track and report on CX and compensation-related KPIs in weekly/monthly business reviews.

• Build and maintain dashboards that provide real-time visibility into compensation performance and customer behavior.

• Ensure transparency of key metrics across regions, highlighting risks, improvements, and actions.

• Partner with markets and product teams to improve data accuracy and tracking mechanisms.

Strategic Compensation Projects & Policy Support

• Support the design and implementation of compensation-related initiatives, including business cases for new compensation/ CX interventions or policy updates.

• Collaborate with Policy, Fraud, and Product teams to evaluate and mitigate misuse or inefficiencies in the current setup.

• Drive quantitative recommendations that balance customer satisfaction with business efficiency.

• Bachelor’s or Master’s in Business, Data Analytics, Economics, Statistics, or a related field.

• ~5 years of experience in data analytics, business intelligence, or performance management — preferably in e-commerce, CX, or compensation-related roles.

• Strong proficiency in Excel; ability to manage and analyze large datasets.
  Experience with SQL and BI tools (e.g., Looker, Tableau) is highly preferred.
  Prior experience working with CX or financial performance metrics (retention, frequency, refund behavior, etc.) is a plus.

Skills & Competencies:

• Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.

• High attention to detail; ability to detect subtle behavioral trends and anomalies.

• Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.

• Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.

• Strong organizational and time management abilities in a fast-paced, deadline-driven environment.

As 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 want

• Parental leave

• Working 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 door

• Take 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