Senior Customer Experience Analyst

Company Description 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. Job Description 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! What you ‘ll do: 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. Qualifications 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. Additional Information We recognize good work and we want our people to feel appreciated! That’s why we offer an attractive remuneration package for what you bring in! 💰 We share a passion for food, so you will certainly appreciate the ticket restaurant card 💳 to spend in restaurants and/or food supplies. We are efooders after all! We take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and safe! 🍎 We prioritize your mental health 🧠 and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches. We want you to grow with us 🚀 ! And to help you keep improving, we provide you access to our online training platform where you can study 📖 topics for your personal and professional growth! Are you a cappuccino lover ☕? Do you desperately want a cookie? Our inhouse cafeteria got you covered! If you want to stay in shape 🏋️ , our in-house gym awaits you fully equipped! We are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world! 🌎 Saving for the future? We’ve got your back! Our Pension Plan helps you invest in tomorrow while you enjoy today! 💼 Free efood pro Subscription: Perks of the job! Enjoy a complimentary efood pro subscription for free deliveries and exclusive discounts on your favorite meals and groceries. 🍔 We support your growing family and we offer a childcare allowance for each individual child 🍼 Life @efood: At efood, no day is the same as the day before! At efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow! 🏔️ We take ownership of what we do, embracing challenges, and making things happen! ✔️ We move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality! 🚀 We stay humble ❤️ as we grow and dive deep🔍 in situations, asking questions & exploring beyond the surface to get the best solutions! We bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side! 🙏 We’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting. Hungry enough to join us? At efood, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here . efood collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.