Senior Specialist – Customer Experience Analytics – Talabat

talabat, part of the Delivery Hero Group, is hiring a Senior Specialist – Customer Experience Analytics in Dubai to strengthen the feedback loops behind its Voice of the Customer program. As one of the region’s most widely used delivery platforms, talabat generates a huge volume of customer feedback and behavioral data, and this role exists to turn that raw signal into something the business can actually act on.

The core of the role is building and refining the analytics infrastructure and processes behind the Voice of the Customer program — analyzing feedback across channels, identifying patterns in customer sentiment and pain points, and making sure those insights reach the teams who can actually fix the underlying issues, whether that’s product, operations, or a specific vertical within the platform. This isn’t a purely technical analytics role; it requires translating data into a narrative that non-analytics stakeholders across the business will actually act on.

This suits an analytically strong professional who’s genuinely interested in customer experience as a discipline, not just data for its own sake — someone who wants to see their analysis change how a product or process actually works. Experience with customer feedback platforms, sentiment analysis, or CX analytics specifically is directly relevant, alongside strong stakeholder communication skills.

On a platform the scale of talabat, customer feedback data is only valuable if it actually reaches the people who can act on it — otherwise it's just noise accumulating in a dashboard nobody reads closely. A Senior Specialist who genuinely strengthens the Voice of the Customer feedback loop makes sure recurring pain points get surfaced, prioritized, and routed to the right team before they become a pattern that erodes customer trust at scale. That matters enormously on a platform where customers have multiple delivery app alternatives available at any given moment — a recurring, unaddressed friction point is a genuine churn risk, not just a minor annoyance. Strong CX analytics also protects the business from investing in fixes for the wrong problems, since well-structured feedback analysis reveals which issues are actually widespread and material versus which are loud but isolated. In a highly competitive delivery market, the speed and accuracy with which a company can hear and respond to its customers is a genuine competitive differentiator, and this role sits directly at the center of making that responsiveness real rather than aspirational.

Working on Voice of the Customer analytics at talabat provides exposure to customer feedback and behavioral data at genuine regional platform scale, within one of the Delivery Hero Group's most prominent markets — a volume and variety of customer signal that's hard to find at a smaller company. CX analytics is an increasingly specialized and valued discipline across consumer tech and e-commerce broadly, and building this expertise on a platform with talabat's reach and customer base is a genuinely strong credential for future CX, product analytics, or customer insights roles, whether within Delivery Hero's wider international group or elsewhere in the consumer tech industry. The role also builds the specific, differentiated skill of translating analytical findings into organizational action — a capability that separates analysts who influence real business decisions from those who only produce reports, and one that's directly relevant for anyone building toward a senior analytics, product, or customer insights leadership role. Being part of the Delivery Hero Group also opens potential mobility across its international portfolio of delivery platforms for strong performers who want exposure to other markets over time. For someone who wants a career built around genuinely understanding and improving the customer experience at scale, this is a strong, well-positioned base to build it from.

• Experience in customer experience analytics, CX research, or a related analytical function
• Strong data analysis skills, including comfort with customer feedback and sentiment data
• Experience building or improving Voice of the Customer or customer feedback programs
• Ability to translate analytical findings into clear recommendations for cross-functional stakeholders
• Bachelor’s degree in a quantitative, business, or related field
• Experience in on-demand delivery, e-commerce, or a related consumer platform is an advantage