Бизнес аналитик

Glovo is a local delivery platform operating in around 65 countries worldwide. It is part of the Delivery Hero Group, headquartered in Berlin, Germany.

• Convert data into decisions that measurably improve customer experience;
• Analyze CX metrics such as CSAT, contact rates, resolution times, and compensation trends to identify drivers of customer dissatisfaction, explain causes, and assess costs;
• Own the analytical layer that turns operational data into a clear picture of customer experience breakdowns;
• Quantify the impact of customer problems and build business cases covering affected customers, compensation costs, contact costs, churn, and the value of solutions;
• Monitor signals across the customer journey, identify anomalies before they become incidents, and develop hypotheses;
• Build and maintain dashboards and reporting frameworks that provide a reliable, real-time view of CX performance;
• Work with Operations, Product, and Commercial teams to connect CX data with upstream causes and help the appropriate team resolve them.

• Bachelor’s or Master’s degree in Business Management, Business Intelligence, Business Analytics, Economics, Engineering, Computer Science, Statistics, Mathematics, Physics, or a similar field;
• 2–4 Years of significant experience in demanding roles such as consulting, start-ups, or investment banking;
• Strong problem-solving skills and a hypothesis-driven approach to decision-making;
• Strong curiosity and ability to investigate why problems exist and develop solutions;
• Strong analytical skills and comfort managing large datasets;
• Proficiency in SQL, Python, Google Suite, and visualization platforms such as Tableau or Looker Studio;
• Ability to communicate effectively with stakeholders from diverse backgrounds and hierarchical levels;
• Fluent spoken and written English;
• Nice to have: experience in 100% of the listed areas is not required, as skills can be learned.

• No conditions specified