CX Analyst

Customer Experience & Quality Assurance
Dubai
January 8, 2026
$2178 - $3830 / month
Full Time

Job Description

As a CX Analyst at Talabat, you will support the CX Operations and Policy teams by turning data into actionable insights that improve the customer experience. The role involves defining metrics, building automated dashboards, and analyzing large datasets to identify trends and patterns. You will monitor key CX metrics, flag unusual customer behaviors, and provide recommendations to enhance retention, order frequency, and operational efficiency. This position requires strong analytical skills, attention to detail, and the ability to communicate insights clearly. It is ideal for someone passionate about data-driven decision-making in a fast-paced, dynamic environment.

Key Responsibilities

  • Write efficient SQL queries to extract, clean, and merge large datasets from multiple sources
  • Build scalable, self-service dashboards using BI tools such as Looker, Tableau, or Power BI
  • Conduct quick ad hoc analyses using Excel or Google Sheets to support immediate business needs
  • Ensure data hygiene, consistency, and accuracy across reporting layers
  • Analyze order journeys, customer contacts, funnel drop-offs, and other sources to uncover root causes and opportunities
  • Define key success metrics and guardrails for CX outcomes
  • Proactively detect anomalies, trends, and emerging pain points before they escalate
  • Translate analysis into clear business narratives tailored to cross-functional stakeholders
  • Prioritize recommendations based on potential customer impact and business feasibility
  • Collaborate with Product, Operations, and Customer Support teams to shape priorities based on insights
  • Maintain regular reporting cadence on key CX KPIs and metrics
  • Present updates on trends, fluctuations, and variances to stakeholders
  • Support development of new CX and operational KPIs in coordination with senior analysts and leadership
  • Evaluate regional and country-level trends to inform strategic decisions
  • Deliver high-quality outputs within tight deadlines while adapting to evolving priorities
  • Balance long-term analytical projects with short-term diagnostics and urgent stakeholder requests

Skill & Experience

  • 2–4 years of experience in analytics, preferably within tech or digital ecosystems
  • Strong SQL skills and hands-on experience with BI tools such as Looker, Power BI, or Tableau
  • Advanced proficiency in Excel and Google Sheets for ad hoc analysis and reporting
  • Ability to break down ambiguous problems, map customer journeys, and perform root cause analyses
  • Proactive in identifying trends, gaps, and opportunities for improvement
  • Clear and concise communicator, able to translate complex data into actionable insights for non-technical stakeholders
  • Fast, independent worker with strong attention to detail and a results-driven mindset

Location

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