Senior Customer Experience Analyst

About the Position

Senior Customer Experience Analyst

efood, part of the Delivery Hero Group, is seeking a Senior CX Insights Analyst to join our team in Berlin, Germany. In this full-time role, you will transform qualitative and quantitative customer feedback into actionable business insights, driving improvements in customer experience.

Responsibilities

Insights & Analytics

• Provide a comprehensive view of customer experience by collecting, cleaning, and synthesizing 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.
• Partner with the 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.

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 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.

We Offer

• Attractive remuneration package
• Ticket restaurant card for restaurants and/or food supplies
• Private Medical & Life Insurance from day #1
• Round-the-clock access to an online mental health platform
• Access to an online training platform for personal and professional growth
• In-house cafeteria and gym
• Global Mobility plan
• Pension Plan
• Free efood pro Subscription with free deliveries and exclusive discounts
• Childcare allowance

About the Company

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.

Life @efood:

At efood, no day is the same as the day before! 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, 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.