Senior Specialist – Customer Experience Analytics – Talabat

This Senior Specialist role sits within talabat’s Customer Experience function in Dubai, contributing to the company’s Voice of the Customer programme. talabat is one of the region’s leading food and grocery delivery platforms, part of the Delivery Hero Group, and this role focuses specifically on strengthening the feedback loops that let the business understand what customers actually experience and where it can improve.

Day to day, the role involves analysing customer feedback and experience data across multiple channels, identifying patterns and pain points, and turning that analysis into insights the business can act on. Strengthening the Voice of the Customer programme means building better ways to capture, structure, and surface customer sentiment — whether that’s app reviews, support interactions, surveys, or other feedback channels — so that customer experience issues get identified and prioritised systematically rather than anecdotally. Expect close collaboration with product, operations, and customer service teams to make sure insights actually translate into changes customers notice.

It suits someone analytically strong with genuine customer empathy — comfortable working with data but equally comfortable translating that data into a clear story about what customers are actually experiencing and why it matters. Experience in customer experience, CX analytics, or voice-of-customer programmes at a consumer tech or delivery platform is directly relevant.

A delivery platform like talabat lives or dies on customer trust, and customer trust is built or eroded one experience at a time — a late order, a confusing app flow, an unresolved support issue. This Senior Specialist role exists to make sure those experiences don't stay invisible to the business; by strengthening the Voice of the Customer programme, the role turns scattered feedback into structured insight that product, operations, and customer service teams can actually act on. In a highly competitive delivery market where customers can switch platforms with a single tap, understanding and fixing the specific pain points driving dissatisfaction is directly tied to retention and repeat usage. Strong CX analytics work here doesn't just flag problems — it helps the business prioritise which issues matter most, which is critical when there are always more potential fixes than resources to address them. Getting that prioritisation right, based on real customer signal rather than guesswork, has a direct effect on customer satisfaction and, ultimately, on talabat's competitive position in the market.

Customer experience analytics roles at a scaled consumer platform like talabat offer genuinely valuable, in-demand experience, because CX and voice-of-customer work sits at the intersection of data analysis, product thinking, and customer empathy — a combination that's increasingly sought after across consumer tech, e-commerce, and delivery businesses. Working within talabat, and by extension the wider Delivery Hero Group, means access to customer data and feedback signal at real regional scale, which is a far richer training ground for CX analytics skill than a smaller company could offer. The cross-functional nature of the role — working with product, operations, and customer service — builds a genuinely broad understanding of how a consumer platform actually operates end to end, which is valuable experience for anyone aiming at senior CX, product management, or customer insights leadership roles later in their career. Being part of the Delivery Hero Group also opens potential mobility across its portfolio of delivery platforms in other markets, broadening exposure beyond a single company or region. For someone who wants a career built on genuinely understanding and improving customer experience at scale, backed by real data and a direct line to product decisions, this role offers a strong, high-visibility platform to build that expertise.

• Experience in customer experience analytics, CX research, or voice-of-customer programme management
• Strong analytical skills for identifying patterns across qualitative and quantitative customer feedback data
• Comfortable working with data analysis tools and dashboards to surface customer insights
• Excellent written and verbal communication for translating data into clear, actionable recommendations
• Experience collaborating cross-functionally with product, operations, or customer service teams
• Bachelor’s degree in a relevant field such as business, data analytics, or a social science discipline
• Experience in food delivery, e-commerce, or consumer tech platforms is a strong advantage