As part of the Delivery Hero Network, Talabat is the pioneer of the online food ordering industry in the Middle East. Our operations span across Kuwait, Egypt, Iraq, Bahrain, Oman, Qatar, Jordan and United Arab Emirates. With more than 4,500+ employees, 4 million users, 15000+ brands and 500,000+ daily orders, we are just getting started
Job DescriptionWe're looking for a curious, data-driven, and customer-obsessed Senior Specialist to join our Customer Experience team at Talabat. In this role, you’ll be the go-to person for customer feedback analytics—specifically around Net Promoter Score (NPS), Resolution Metrics, and deep-dive discovery pieces that drive customer-centric decision-making across the business.
WHAT’S ON YOUR PLATE?
Translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross-functional stakeholders.
Own and analyze key customer feedback programs and key metrics, including NPS, resolution feedback, and post-interaction surveys.
Conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction.
Collaborate with CX, product, operations, and analytics teams to identify root causes of negative experiences and track the impact of improvements over time.
Support the Voice of the Customer (VoC) program by ensuring data integrity, running feedback loops, and highlighting emerging trends such as AI and advanced text analytics.
Contribute to discovery research that helps us better understand evolving customer needs, especially in high-impact areas like cancellations, order issues, and support experience.
Prepare customer experience insight decks for senior leadership and monthly business reviews with MDs, ensuring clear storytelling, strategic recommendations, and data accuracy.
Assist in building and optimizing dashboards, alerts, and tracking tools that enable teams to monitor sentiment and resolution performance in real-time.
WHAT DID WE ORDER?
Qualifications & Experience:
3–5 years of experience in customer insights, CX research, analytics, or a related field.
Strong analytical skills with experience using tools like Excel, SQL, Tableau, or Looker.A working knowledge of survey platforms (e.g., Qualtrics).
Ability to turn complex data into simple, actionable insights.
Excellent communication and storytelling skills; comfort presenting to cross-functional teams and senior leadership.Curiosity, proactivity, and a drive to improve customer experience at scale.
Bonus: Experience working in tech, e-commerce, or logistics industries.
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.
Skills Required
- 3-5 years experience in customer insights, CX research, analytics, or related field.
- Experience using Excel, SQL, Tableau, or Looker for analysis and reporting.
- Working knowledge of survey platforms (e.g., Qualtrics).
- Ability to translate qualitative and quantitative feedback into actionable insights and narratives.
- Excellent communication and storytelling; comfortable presenting to senior leadership and cross-functional teams.
- Strong analytical and critical thinking skills; ability to navigate ambiguity.
- High attention to detail and ability to detect behavioral trends and anomalies.
- Proactive, self-driven, and able to drive cross-functional alignment.
- Strong organizational and time management abilities in a fast-paced environment.
- Experience working in tech, e-commerce, or logistics industries.
Delivery Hero Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Delivery Hero and has not been reviewed or approved by Delivery Hero.
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Wellbeing & Lifestyle Benefits — Wellbeing and everyday support include on-site gym access in Berlin, discounted sports memberships, commuter help, and food vouchers, with hybrid flexibility enhancing day-to-day experience. Feedback suggests these lifestyle perks meaningfully bolster the total package for many corporate roles.
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Healthcare Strength — Mental health and preventive care are emphasized through an Employee Assistance Program, a Headspace subscription, and on-campus health check-ups, with guidance for navigating healthcare in Germany. Some locations also highlight private health insurance, adding depth to the health offering.
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Equity Value & Accessibility — Ownership programs feature an employee stock purchase plan with a matching component, and equity is common across corporate roles. Feedback suggests this accessible equity can be a notable part of total compensation in key hubs.
Delivery Hero Insights
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
