CX Insights Analyst

About the company

• efood is part of the Delivery Hero Group, the world's pioneering local delivery platform, operating in around 65 countries worldwide.

Responsibilities

• Provide a 360° view of customer experience by collecting, cleaning, and synthesizing qualitative and quantitative data from diverse sources (CSAT, NPS, QA reporting, support cases, app reviews, UnitQ, Qualtrics).
• Apply advanced analytical techniques (statistical analysis, regression, clustering, segmentation) to identify root causes, correlations, and predictive patterns.
• Partner closely with BI team to design, build, and maintain robust CX dashboards and automated reporting solutions.
• Serve as the guardian of key CX metrics.
• Drive the data-driven design, execution, and continuous optimization of customer feedback loops.
• Craft compelling, data-rich storytelling reports (monthly, quarterly, ad-hoc).
• Work closely with Operations, Product, Marketing, QA, and Training teams.
• Lead regular "Insights to Action" syncs.

Requirements

• Proven experience as a CX Analyst, BI Analyst, Data Analyst, or similar role focused on Customer Experience.
• Strong expertise in synthesizing qualitative and quantitative feedback (CSAT, NPS, CES, QA scores).
• Proficiency with data analysis tools and CX platforms (e.g. Power BI/Tableau, Qualtrics, UnitQ, Playvox).
• Demonstrated ability in data storytelling and translating complex analytics into executive-level recommendations.
• Excellent communication and stakeholder management skills.

Conditions

• Attractive remuneration package.
• Ticket restaurant card.
• Private Medical & Life Insurance from day one.
• Round-the-clock access to an online mental health platform.
• Access to an online training platform.