About the company
efood is part of the Delivery Hero Group, the world's pioneering local delivery platform, operating in around 65 countries worldwide and headquartered in Berlin, Germany.
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 with BI team to design, build, and maintain CX dashboards and automated reporting solutions
- Serve as guardian of key CX metrics, establishing robust tracking to define, interpret, and measure business and operational impact
- Drive the data-driven design, execution, and continuous optimization of customer feedback loops
- Craft compelling, data-rich storytelling reports (monthly, quarterly, ad-hoc) for leadership
- Work closely with Operations, Product, Marketing, QA, and Training teams to translate insights into action
- 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 (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 #1
- Round-the-clock access to an online mental health platform
- Access to an online training platform