The Opportunity

Talabat — part of the Delivery Hero Group, the world's pioneering local delivery platform across ~65 countries — is looking for a curious, data-driven and customer-obsessed Senior Specialist to join the Customer Experience team in Dubai. You'll be the go-to person for customer feedback analytics — specifically NPS, resolution metrics, and deep-dive discovery pieces that drive customer-centric decisions 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 metrics: NPS, resolution feedback, post-interaction surveys
Conduct data deep dives across customer segments and journeys to surface actionable insights that 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: ensure data integrity, run feedback loops, and highlight emerging trends like AI and advanced text analytics
Contribute to discovery research on evolving customer needs — especially high-impact areas like cancellations, order issues and support experience
Prepare customer experience insight decks for senior leadership and monthly business reviews

What We're Looking For

Strong analytical skills with experience in customer feedback analytics, NPS programs or VoC frameworks
Ability to turn messy data into clear, persuasive narratives for leadership
Experience with survey tools, text analytics or CX platforms is a plus
A customer-obsessed mindset with strong stakeholder management

Why Join

You'll shape how one of MENA's biggest delivery platforms listens to its customers — with real influence on product, operations and strategy across multiple markets.

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The Opportunity

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 metrics: NPS, resolution feedback, post-interaction surveys
Conduct data deep dives across customer segments and journeys to surface actionable insights that 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: ensure data integrity, run feedback loops, and highlight emerging trends like AI and advanced text analytics
Contribute to discovery research on evolving customer needs — especially high-impact areas like cancellations, order issues and support experience
Prepare customer experience insight decks for senior leadership and monthly business reviews

What We're Looking For

Strong analytical skills with experience in customer feedback analytics, NPS programs or VoC frameworks
Ability to turn messy data into clear, persuasive narratives for leadership
Experience with survey tools, text analytics or CX platforms is a plus
A customer-obsessed mindset with strong stakeholder management

Why Join

You'll shape how one of MENA's biggest delivery platforms listens to its customers — with real influence on product, operations and strategy across multiple markets.