{"id":3543619,"url":"https://alion.io/job/delivery-hero-senior-customer-experience-analyst","title":"Senior Customer Experience Analyst","company":{"id":3502,"name":"Delivery Hero","domain":"deliveryhero.com","url":"https://alion.io/company/delivery-hero","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":107,"ghost_share":0,"stale_share":0.991,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Athens, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":54000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3468},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Power BI","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-10-30T15:44:51Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-10-31T19:10:33Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"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.\n 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.\nAs 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!\nWhat you ‘ll do:\nInsights & Analytics\nProvide 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).\n\nApply advanced analytical techniques (e.g., statistical analysis, regression, clustering, segmentation) to identify root causes, correlations, and predictive patterns across personas and customer journey stages.\n\nPartner closely with BI team to design, build, and maintain robust CX dashboards and automated reporting solutions.\n\nServe 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).\n\nCustomer Experience Programs & Storytelling\nDrive the data-driven design, execution, and continuous optimization of customer feedback loops.\n\nCraft compelling, data-rich storytelling reports (monthly, quarterly, ad-hoc) that inform leadership, highlight measurable impact, and deliver actionable recommendations.\n\nChampion and quantitatively amplify the customer voice in product and operational roadmap decisions alongside CX DH and excellence teams.\n\nStakeholder Collaboration & Action\nWork closely with Operations, Product, Marketing, QA, and Training teams to ensure analytical insights are translated into concrete action and measurable improvements.\n\nLead regular \"Insights to Action\" syncs, presenting key findings and facilitating data-driven discussions with critical teams to embed a customer-first mindset.\n\nProven experience as a CX Analyst, BI Analyst, Data Analyst, or similar role focused on Customer Experience.\n\nStrong expertise in synthesizing qualitative and quantitative feedback (CSAT, NPS, CES, QA scores).\n\nProficiency with data analysis tools and CX platforms (e.g. Power BI/Tableau, Qualtrics, UnitQ, Playvox).\n\nDemonstrated ability in data storytelling and translating complex analytics into executive-level recommendations.\n\nExcellent communication and stakeholder management skills with a collaborative, cross-functional mindset.\n\n 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! \nWe 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!\n\nWe take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and safe!\n\nWe 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.\n\nWe 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!\n\nAre you a cappuccino lover ? Do you desperately want a cookie? Our inhouse cafeteria got you covered!\n\nIf you want to stay in shape , our in-house gym awaits you fully equipped!\n\nWe are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world!\n\nSaving for the future? We’ve got your back! Our Pension Plan helps you invest in tomorrow while you enjoy today!\n\nFree 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.\n\nWe support your growing family and we offer a childcare allowance for each individual child\n\nLife @efood:\nAt efood, no day is the same as the day before!\nAt efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow!\nWe take ownership of what we do, embracing challenges, and making things happen!\nWe move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality!\nWe stay humble as we grow and dive deep in situations, asking questions & exploring beyond the surface to get the best solutions!\nWe bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side!\nWe’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting.\nHungry enough to join us?\nAt 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 Principleshere .\nefood collects and processes personal data in accordance with applicable data protection laws. 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