As a Sr. CX Performance Specialist - Compensation, you will be critical in shaping and optimizing customer compensation policies through deep data analysis and behavioral insights. You will support the CX Operations and Compensation Policy teams by analyzing customer behavior patterns, identifying misuse trends, and evaluating the business impact of compensation-related initiatives. This role is highly analytical and requires strong skills in Excel and Looker and a data-driven mindset to translate findings into actionable recommendations.
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Responsibilities
- Provide quantitative insights to support CX Operations and Policy teams, helping drive deep-dive analysis on customer compensation behavior across regions and segments.
- Monitor trends in usage, redemption, misuse, and eligibility to recommend policy refinements.
- Identify anomalies or patterns of abuse in compensation and refund behaviors.
- Support A/B testing and experimental design to assess the impact of policy or process changes.
- Track and report on CX and compensation-related KPIs in weekly/monthly business reviews.
- Build and maintain dashboards that provide real-time visibility into compensation performance and customer behavior.
- Support the design and implementation of compensation-related initiatives, including business cases for new compensation/CX interventions or policy updates.
Qualifications
- Bachelor’s or Master’s in Business, Data Analytics, Economics, Statistics, or a related field.
- ~5 years of experience in data analytics, business intelligence, or performance management — preferably in e-commerce, CX, or compensation-related roles.
- Strong proficiency in Excel; ability to manage and analyze large datasets. Experience with SQL and BI tools (e.g., Looker, Tableau) is highly preferred.
Skills & Competencies
- Strong analytical and critical thinking skills; comfortable navigating ambiguity and turning data into clear insights.
- High attention to detail; ability to detect subtle behavioral trends and anomalies.
- Excellent communication skills; able to present complex findings clearly to non-technical stakeholders.
- Proactive, self-driven, and capable of working across teams to drive cross-functional alignment.
- Strong organizational and time management abilities in a fast-paced, deadline-driven environment.
Work Conditions
- You have the opportunity to be based in our specially designed collaborative work space in City Walk.
- Monthly talabat credit to spend in the app.
- Parental leave and sponsored healthcare.
