Senior CX Insights Analyst

efood is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Ready to turn customer voice into strategic action? We operate in a fast-paced environment where data, agile methodologies, and great teams come together to tackle unique challenges every day.

As a Senior CX Insights Analyst , you will provide a 360° view of our customer experience, transforming qualitative & quantitative feedback into powerful business insights. If you are analytical, story-driven, and passionate about elevating CX across cross-functional teams, join us and shape the landscape of customer experience!

Insights & Analytics

- 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 (e.g., statistical analysis, regression, clustering, segmentation) to identify root causes, correlations, and predictive patterns across personas and customer journey stages.
- 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, establishing robust tracking to define, interpret, and measure business and operational impact (e.g., churn risk indicators, operational efficiency).

Customer Experience Programs & Storytelling

- Drive the data-driven design, execution, and continuous optimization of customer feedback loops.
- Craft compelling, data-rich storytelling reports (monthly, quarterly, ad-hoc) that inform leadership, highlight measurable impact, and deliver actionable recommendations.
- Champion and quantitatively amplify the customer voice in product and operational roadmap decisions alongside CX DH and excellence teams.

Stakeholder Collaboration & Action

- Work closely with Operations, Product, Marketing, QA, and Training teams to ensure analytical insights are translated into concrete action and measurable improvements.
- Lead regular "Insights to Action" syncs, presenting key findings and facilitating data-driven discussions with critical teams to embed a customer-first mindset.

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 with a collaborative, cross-functional mindset.