Job description

In this role you will join Talabat's Customer Experience team as the go-to person for customer feedback analytics, focusing on Net Promoter Score, resolution metrics, and deep-dive discovery pieces that drive customer-centric decision-making across the business. You will translate qualitative and quantitative feedback into compelling narratives and insights for leadership and cross-functional stakeholders. You are responsible for owning and analyzing key customer feedback programs and metrics, including NPS, resolution feedback, and post-interaction surveys. You will conduct data deep dives across different customer segments and journeys to surface actionable insights that inform strategy and improve user satisfaction. Your responsibilities include collaborating with CX, product, operations, and analytics teams to identify root causes of negative experiences and track the impact of improvements over time. You will support the Voice of the Customer program by ensuring data integrity, running feedback loops, and highlighting emerging trends such as AI and advanced text analytics. You are responsible for contributing to discovery research that helps the business better understand evolving customer needs, especially in high-impact areas like cancellations, order issues, and support experience. You will prepare customer experience insight decks for senior leadership and monthly business reviews with MDs, ensuring clear storytelling, strategic recommendations, and data accuracy, and you will assist in building and optimizing dashboards, alerts, and tracking tools that enable teams to monitor sentiment and resolution performance in real time.