Sr. Specialist CX Research

As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!

talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

We are looking for an experienced researcher with a strong consultancy background to join our team. As a Performance Manager, you will be responsible for gathering and analysing business requirements, identifying areas of improvement, and recommending solutions to help our regional and local functions achieve their business goals.

As a Sr. Specialist CX Research you will support the success of a spectrum of existing initiatives aimed at changing the culture of talabat to become self-reliant in identifying process improvement gaps and building customer and partner experience information strategies.

• Support teams such as: 

  
  

• Customer and partner experience 

  
  

• Sales team

  
  

• Quick Commerce

  
  

• Logistics and Dispatch

  
  

• Local markets 

  
  

This role must:

• Start every story, message, direction, and proposal with accurate data and actionable insights. 

  
  

• Be able to articulate to top management problem statements and opportunities through presentations, documentation, dashboards, or when in person.

  
  

• Evaluate and implement new business models and drive our efficiency and superior customer experience objectives.

  
  

As a part of the regional team, this role will require developing new insights programs that empower teams across talabat to drive action and monitor performance.

To be successful in this role, you need to be structured in problem-solving, data-driven, and adept at building relationships with senior stakeholders and decision-makers. You will also need to be inspired by championing the voice of the customer and partner in every meeting, while also relentlessly applying innovative and agile methods in your day to day.

What's On Your Plate?

• Perform complex analyses based on large volumes of data, and transform them into valuable and actionable insights to improve our countries’ performance.

  
  

• Bring the voice of the customer and partner to board rooms by combining customer feedback and data points to generate key strategic insights. 

  
  

• Provide management with regular performance reports, insights and presentations on customer experience and partner initiatives.

  
  

• Support with the data extraction from talabat’s databases and conduct deep data analysis to identify insights and develop recommendations.

  
  

• Identify high-impact opportunity areas such as cost reductions to increase revenue.

  
  

• Monitor CX and OpEx  performance and develop a deep understanding of daily problems.

  
  

• Support the direction setting of initiatives to improve operational performance while continuously scanning opportunities for improvement, whether by transforming the partner and customer experience,  introducing automation or designing better processes.

  
  

• Develop an adequate understanding of all sides of operations’ products and how to leverage their functionality to decrease operational friction and provide a positive customer experience. 

  
  

• Explore new business models, and work with and through the stakeholders to timely launch in the markets and own all aspects of execution.

  
  

• Help define objectives and develop end-to-end plans and strategies (short-term and long-term) to identify opportunities for efficiencies and continuous improvement within business models

  
  

• Prepare different business cases and analyses including bringing these into action

  
  

• Take ownership of specific areas within Business Development, i.e. independently develop identified areas and be the main point of contact to other regional and Delivery Hero’s global teams

  
  

• Focus on driving initiatives to improve customer experience

  
  

• Analyze and manage initiatives to drive higher conversion

  
  

• Proactively seek new growth opportunities

  
  

What Did We Order?

Technical requirements

• Minimum of 5 of experience in a fast-paced environment; preferably with a consultant background

  
  

• Proficiency in Microsoft Excel and Google Slides - Strong emphasis on proven experience in presentations, dashboard design for impact and action

  
  

• Proficiency in SQL and Python

  
  

• Excellent English communication skills, both written and spoken.

  
  

• Proficiency in data visualisation and reporting tools, including Tableau, Data Studio, and Looker

  
  

• Knowledge of business analysis methodologies, tools, and techniques.

  
  

• Strong experience developing and delivering presentations, training materials, and project documentation.

  
  

• Experience with project management tools and methodologies.

  
  

• BI experience is a plus

  
  

• Experience with survey management tools is a plus 

  
  

Demonstrated traits

• Understands data architecture and models

  
  

• Dashboard design and modeling 

  
  

• Proven ability combining user research with data 

  
  

• Ability to utilize advanced text analytics to generate customer insights 

  
  

• Ability to monitor and report on performance 

  
  

• Ability to bring the voice of the customer and partner to leadership teams 

  
  

• Understanding of customer and partner profiling 

  
  

• Experience with customer analytics and research 

  
  

• Proven ability to increase competitiveness and market share.

  
  

• Ability to grasp complex concepts and apply them to your work / the business

  
  

• Strong problem-solving abilities; extremely organised and process-driven

  
  

• Track record of getting things done while managing a heavy workload effectively by setting priorities and managing expectations well

  
  

• Strong written and verbal English communication skills across a wide range of stakeholders

  
  

• Lead the analysis and resolution of complex business problems for clients, particularly in the operations of talabat

  
  

• Develop and implement project plans, ensuring timely delivery and meeting of project objectives

  
  

• Prepare and present findings, recommendations, and project results to clients through slide presentations

  
  

• Maintain strong relationships with clients, ensuring customer satisfaction and repeat business

  
  

We believe in Experience First (for our external stakeholders and internal talabaty’s alike!), Make It Happen, and Together We Grow. We value diversity, initiative-taking, and creating memorable experiences – and we’re poised for stellar growth!