CX Analyst

As a CX analyst at talabat, you will play a key role in supporting the CX Operations and Policy teams by providing quantitative insights that drive improvements in customer experience. You will work closely with data teams to define new metrics, design automated dashboards, and analyze large datasets to uncover actionable insights.

This role requires strong analytical skills, attention to detail, and the ability to translate data into meaningful recommendations. You will be responsible for monitoring and reporting on key CX metrics, identifying unusual patterns in customer behavior, and supporting initiatives that impact budgets, customer retention, and order frequency. If you are passionate about data-driven decision-making and enhancing customer experience, this is an excellent opportunity to make an impact in a dynamic and fast-paced environment.

Extract, transform, and analyze data

• Write efficient SQL queries to pull and clean large datasets across multiple sources

• Build scalable, self-serve dashboards using BI tools such as Looker, Tableau, or PowerBI

• High comfort with Excel / Gsheets for problems requiring quick ad hoc analysis

• Maintain data hygiene and ensure consistency across reporting layers

Identify CX gaps and improvement areas

• Analyze various sources - order journeys, customer contacts, funnel drop-offs etc to uncover root causes and opportunities

• Ability to help define key success and guard-rail metrics for specific outcomes

• Proactively surface anomalies, trends, and emerging pain points before they escalate

Deliver structured insights that are actionable

• Package analysis into clear business narratives tailored to cross-functional stakeholders

• Prioritize recommendations based on customer impact and business feasibility

• Collaborate with Product, Ops, and Customer Support to shape priorities based on insights

Track and report CX performance

• Maintain a regular reporting cadence on key CX KPIs

• Regularly update and present insights on metric performance, fluctuations, and variances to stakeholders

• Support the development of new CX and operational KPIs, working closely with senior analysts and leadership teams

• Evaluate trends at a regional and country level to inform strategic reviews

• Agility without compromising on depth

• Deliver high-quality outputs within tight timelines amidst evolving business priorities

• Balance long-term projects with short-term diagnostics and stakeholder asks