Specialist Customer Experience

As a Specialist CX you will play a key rolein supporting the CX Operations and Policy teams by providingquantitative insights that drive improvements in customerexperience. You will work closely with data teams to define newmetrics design automated dashboards and analyze large datasets touncover actionable insights.
This role requires stronganalytical skills attention to detail and the ability to translatedata into meaningful recommendations. You will be responsible formonitoring and reporting on key CX metrics identifying unusualpatterns in customer behavior and supporting initiatives thatimpact budgets customer retention and order frequency. If you arepassionate about datadriven decisionmaking and enhancing customerexperience this is an excellent opportunity to make an impact in adynamic and fastpacedenvironment.

MetricsMonitoring &Reporting:

• Supportin monitoring tracking and reporting key CX and COO metricsensuring visibility acrossteams.

• Develop structuredreports and dashboards to track performance trends across marketsand businessfunctions.

• Regularly updateand present insights on metric performance fluctuations andvariances tostakeholders.

• Support thedevelopment of new CX and operational KPIs working closely withsenior analysts and leadershipteams.

Budgeting& CostAnalysis:

• Assistin the budgeting process coordinating with regional markets andcrossfunctional teams to collect and validate inputdata.

• Understand thegranular drivers of budgets and help develop structured reportingto monitor them across different markets and businessunits.

• Identify variances inbudget drivers providing insights into fluctuations and unexpectedchanges.

• Work with financeand market teams to ensure budget accuracy and optimize spendingefficiency.

Project& Special InitiativesSupport:

• Supportthe CX and COO teams in delivering adhoc special projects ensuringtimely and alignment with strategicpriorities.

• Assist indeveloping project plans tracking progress and coordinating withcrossfunctional teams to drive initiativesforward.

• Gather data andinsights from various teams to support decisionmaking on customerexperience enhancements and operationalimprovements.

FraudPrevention & CostManagement:

• Identifytrends and patterns in fraud working closely with fraud preventionteams to developcountermeasures.

• Provideinsights into fraudrelated budget impacts and support initiativesto minimize financialrisk.

• Collaborate withinternal teams to refine fraud detection processes and improvereportingmechanisms.

Qualifications&Experience:

• Bachelorsdegree in Business Finance Data Analytics Economics or a relatedfield.

• 34 years ofexperience in analytics operations finance or business intelligencepreferably in ecommerce food delivery or techdrivenenvironments.

• Strong Excelskills with the ability to manage and analyze largedatasets.

• Experience withdata visualization tools (e.g. Looker Tableau) is aplus.

• Prior experience inbudget tracking data reporting or financial analysis isbeneficial.

Skills&Competencies:

• Stronganalytical and problemsolvingskills.

• Ability to work withlarge datasets and extract meaningfulinsights.

• Datadriven mindsetwith a keen eye for identifying trends andanomalies.

• Ability topresent insights in a clear and actionable manner tostakeholders.

• Detailorientedand highly organized with excellent time managementskills.

• Selfstarter with theability to work independently and in a teamenvironment

RemoteWork :

No

EmploymentType :

Fulltime