Sr. Customer Experience Data Analyst (They/He/She)

<p>If you’re here, it’s because you’re looking for an <strong>exciting ride</strong>. </p> <p>A ride that will fuel up your ambitions to take on a <strong>new challenge and stretch yourself beyond your comfort zone.</strong> </p> <p>We’ll deliver a <strong>non-vanilla culture built on talent, where we work to amplify the impact on millions of people</strong>, paving the way forward together. </p> <p> </p> <p><strong>Not your usual app</strong>. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries.</p> <p>Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.</p> <p><strong>What makes our ride unique? </strong></p> <p><strong>🤝 Our culture and strong values. </strong></p> <p><strong>💪 Our career development philosophy. </strong> </p> <p><strong>🤝 Our commitment to being a force for good. </strong></p> <p> </p> <p>We have a vision: <strong>To give everyone easy access to anything in their cities. </strong>And this is where your ride starts.</p> <p><em>Are you looking for a challenging experience in one of the fastest-growing tech companies in Europe? Do you want to contribute to building a world-class experience for our customers?</em></p> <p> </p> <p><strong>YOUR MISSION</strong></p> <p>Reporting to the Global Manager of Customer Experience (CX), you will be part of a multicultural A-team of high-achievers with a <strong>huge impact</strong> in the company, aiming to deconstruct, synthesise, and push initiatives to drive best-in-class customer experience. Ownership and responsibilities will be given to you from day one.</p> <p>You will be given different data challenges where you’ll be responsible for <strong>figuring out intricate sets of information and translate them into actionable insights</strong>. The learning curve will be steep as this role entails understanding all the touchpoints (and pain points) of the whole customer journey and behaviour. An <strong>insatiable curiosity for deciphering complexity</strong> <strong>and problem solving </strong>is key to be successful in this role.</p> <p>The team is by nature <strong>cross-functional</strong>, so a significant amount of time and energy is spent collaborating with multiple departments from Operations and Customer Service to Finance, Strategy, Growth and Tech.</p> <p> </p> <p><strong>THE JOURNEY</strong></p> <p><span>Master Glovo Data:</span></p> <ul> <li><strong>Lead all data related queries</strong> by conducting exploratory analysis via SQL (occasionally python), including analysing data, isolating and diagnosing the problem and resolving the issue.</li> <li><strong>Convert data</strong> into insights in order to support <strong>business decisions.</strong></li> <li>Design, publish and maintain <strong>dashboards</strong> and visualisation tools to facilitate reporting.</li> <li><strong>Liaise</strong> with the remaining <strong>data teams</strong> - you will play a central, pivotal role in building reliable sources for data and insights.</li> <li>Continuously <strong>propose strategic changes and optimizations</strong> to the way we track, maintain and use data.</li> </ul> <p><span>Be a key asset for CX strategic decision making:</span></p> <ul> <li>Provide <strong>key support to senior management and leadership team </strong>(i.e. VPs, GMs, Directors) in strategic decision making by providing key intelligence.</li> <li>Analyse, comprehend and translate <strong>customer behaviour</strong> from data in order to improve the company’s understanding of CX impact in the short, mid and long term.</li> <li><strong>Lead the analytical workstream</strong> of the team’s internal consulting projects (e.g. exploring new areas, deep diving on known pain points) with the goal of gaining insights and/or identifying root causes and/or coming up with brand new ideas for strategies and solutions to deliver a world-class experience to Glovo customers.</li> <li>Track and report customer experience<strong> KPIs &amp; performance.</strong></li> </ul> <p><span>Collaborate &amp; Foster CX Mindset:</span></p> <ul> <li>Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference.</li> <li>Drive Customer focused actions and a CX mindset within all teams of Glovo (extremely cross-functional role).</li> <li>Proactively identify blindspots in the customer experience and continuously drive efforts  (beyond the day to day tasks)  to bring the end to end Customer Journey to the next level.</li> </ul> <p> </p> <p><strong>WHAT YOU WILL BRING TO THE RIDE</strong></p> <ul> <li>3-5 y