Senior Specialist

Senior Specialist - Customer Experience Insights Job Snapshot Role: Senior Specialist - Customer Experience Insights Location: Dubai, United Arab Emirates Industry: Internet Function: Business Analysis-Research Experience: 3-5 years Job Type: Full-timeSenior Specialist - Customer Experience Insights in Dubai, United Arab Emirates is an Internet opportunity focused on customer feedback analytics, NPS, Voice of the Customer, resolution metrics, survey analysis, customer journey insights, and data-driven experience improvement. talabat is hiring an experienced customer insights professional to convert complex feedback and behavioral data into clear recommendations that improve customer satisfaction and guide strategic decisions across Product, Operations, Analytics, and Customer Experience teams.

Job Details

Country: United Arab Emirates City: Dubai Industry: Internet Function: Business Analysis-Research Salary: 15000-22000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-timeRole Context The Senior Specialist - Customer Experience Insights will serve as a key analytical partner within talabat 's Customer Experience function, owning customer feedback analysis across major experience metrics and survey programs.

The role is responsible for uncovering why customers feel the way they do, where friction occurs, and which improvements are most likely to strengthen satisfaction and loyalty. The position combines quantitative analysis, qualitative interpretation, customer research, dashboarding, and executive storytelling. By connecting NPS, resolution feedback, post-interaction surveys, customer journeys, and operational data, the specialist will help teams prioritize improvements based on evidence rather than assumptions.

Own analysis of major customer feedback programs, including Net Promoter Score, resolution feedback, and post-interaction surveys.

Translate qualitative and quantitative customer feedback into clear business narratives and actionable recommendations.

Conduct detailed analysis across customer segments, journeys, behaviors, and interaction types.

Identify recurring experience gaps, customer pain points, and emerging patterns that may affect satisfaction or retention.

Investigate high-impact customer issues such as cancellations, order problems, and support interactions.

Partner with Customer Experience, Product, Operations, and Analytics teams to identify root causes behind negative experiences.

Track the effectiveness of corrective actions and experience improvements over time.

Support Voice of the Customer programs by maintaining reliable feedback loops and accurate customer insight reporting.

Monitor customer sentiment and identify emerging trends requiring further investigation.

Apply advanced text analytics and AI-supported approaches where appropriate to improve feedback analysis.

Contribute to discovery research focused on changing customer expectations and unmet needs.

Develop structured research questions and analytical approaches for complex customer experience topics.

Maintain strong data integrity across survey results, customer feedback datasets, and reporting outputs.

Prepare customer experience insight decks for senior leadership and monthly business reviews.

Present findings in clear language that connects customer behavior with commercial and operational impact. Build strategic recommendations based on evidence rather than descriptive reporting alone.

Develop and optimize dashboards that track sentiment, NPS, resolution performance, and customer experience indicators.

Support real-time alerts and tracking mechanisms for emerging experience issues.

Use Excel, SQL, Tableau, Looker, or comparable tools to analyze and visualize customer data.

Work with survey platforms such as Qualtrics to support feedback collection and analysis.

Detect subtle behavioral changes, anomalies, and shifts in customer sentiment.

Coordinate across multiple teams to ensure customer insights result in measurable action.

Maintain organized analysis, documentation, and reporting while managing several priorities simultaneously.

Ideal Profile Candidates should bring 3-5 years of experience in customer insights, Customer Experience research, analytics, Voice of the Customer programs, or a closely related field. Strong analytical capability is essential, including practical experience with Excel, SQL, Tableau, Looker, or similar analytics and business intelligence tools. Familiarity with survey platforms such as Qualtrics is also expected.

The successful candidate should be comfortable combining quantitative data with qualitative customer feedback to explain not only what is happening, but why it is happening and what teams should do next