Business analyst in customer experience

You will be the go-to person for customer experience data at Glovo: the one who knows why customers contact us, which bad experiences make them stop ordering, and which fixes are worth doing first. You will turn customer pain points into sized, prioritised initiatives, having a direct impact on millions of Customers across 23 countries . This is not a reporting role: we want someone curious, who spots problems before they are on anyone's radar and comes with a point of view on how to fix them.

• Be the main point of contact for customer experience data, answering questions from Marketplace Experience, Product and Operations quickly and with a clear recommendation.
• Understand customer pain points across the journey and measure how they affect retention, for example cancelled versus seamless orders, or churn after repeated bad experiences.
• Size issues and opportunities so the team can prioritise initiatives by impact, and measure every change we launch with a pre/post analysis.
• Define how we segment customers and experiences (customer value, frequency, contact reason, market, order type) so teams focus on what matters most.
• Dig into deviations in CX KPIs (CSAT, contact ratio, first contact resolution, cancellations), find the root cause, and propose changes to processes, policies or product with the teams that own them.
• Support policy and process tests, such as refund and compensation rules, with test design and impact measurement.

• 3+ years in a Data analyst, Business Intelligence Analyst, Analytics engineer role, with a track record of turning analysis into business decisions
• Data and influence. You form a hypothesis, test it with SQL, Python and statistics knowledge, and quantify the impact. You know that data alone doesn’t always convince: you identify who is affected by a decision, who can block it and who can help, and you build support early.
• Curiosity and ownership: you look into issues without being asked and come back with a recommendation, not only a chart.
• Creative problem-solving. You know and apply best practices, but you don’t stop at “how it’s always been done.” You question the accepted approach and come up with solutions nobody else has tried.
• Clear communication in English, adapting the message to technical and non-technical audiences.
• AI fluency. AI is part of how you work. You’ve built repeatable workflows, know what to delegate and what to keep, and always verify the output.
• Будет плюсом: Background in on-demand delivery, marketplaces or e-commerce operations; Experience designing and running AB tests; Retention, cohort or customer segmentation analysis

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