Senior CX Performance Specialist

Job Description

Talabat is hiring a Senior CX Performance Specialist in Dubai, UAE to design, analyze, and optimize customer compensation policies. This role focuses on identifying behavioral trends, detecting misuse, and providing data-driven insights to balance customer satisfaction with cost efficiency.

What You ll Do

• Provide data insights to support CX Operations and Policy teams in refining compensation strategies
• Analyze customer compensation behavior, identifying patterns of misuse or anomalies
• Conduct A/B testing and impact analysis on policy changes and compensation initiatives
• Quantify business impact of compensation programs on retention, frequency, and cost efficiency
• Track and report CX and compensation KPIs in weekly and monthly reviews
• Build and maintain dashboards for real-time visibility into compensation performance
• Ensure transparency of metrics across regions, highlighting risks and improvement opportunities
• Collaborate with policy, fraud, product, and finance teams to mitigate misuse and inefficiencies
• Support development of business cases and policy updates for compensation initiatives
• Deliver clear and actionable recommendations for balancing customer experience with financial goals

Candidate Requirements

• Bachelor s or Master s degree in Business, Data Analytics, Economics, Statistics, or related field
• Around 5 years of experience in data analytics, performance management, or business intelligence, preferably in e-commerce or CX roles
• Advanced proficiency in Excel with experience handling large datasets
• Strong knowledge of BI tools such as Looker or Tableau; SQL experience preferred
• Familiarity with CX or financial performance metrics including refunds, retention, and order frequency
• Strong analytical and problem-solving skills with ability to turn data into actionable insights
• High attention to detail with ability to identify trends and anomalies in customer behavior
• Strong communication skills to present findings to non-technical stakeholders
• Proactive, organized, and able to manage multiple priorities in a fast-paced environment

Why Join Us

• Opportunity to influence customer compensation strategies in one of the region s leading platforms
• Competitive compensation with Talabat credit, healthcare, and gym membership
• Work in a dynamic, multicultural environment with exposure to cross-functional projects
• Career growth supported by training and development opportunities
• Collaborative workspace with wellness rooms, rooftop views, and modern facilities