Manager, Customer Experience

As a Customer Experience Manager within our Service Operations team your role is to make life easier for one of our core segments riders vendors or customers by ensuring every touchpoint they have with us is thoughtful data-backed and continuously improving.

In this position data is your primary toolkit. You will be our go-to expert for extracting interpreting and communicating insights from complex datasets. From querying BigQuery to building dashboards in Tableau and Looker Studio to breaking down intricate trends into clear action points your analysis will directly shape operational priorities and customer-facing improvements.

Youll work closely with our Director of Marketplace Experience partnering with stakeholders across markets and functions to improve satisfaction reduce friction and build loyalty. This is a high-impact role with visibility across the business where youll be trusted to translate numbers into strategies that deliver measurable results.

Heres what that looks like:

• Championing the user with evidence Acting as the voice of the customer in all internal conversations backed by robust data analysis satisfaction metrics (CSAT CPC SLA) and real-time feedback.
• Owning the data Designing maintaining and automating dashboards and reports; querying and modelling data in BigQuery; ensuring KPIs are accurate relevant and actionable.
• Turning complexity into clarity Breaking down large complex datasets into simple decision-ready insights for both technical and non-technical audiences.
• Driving transformation Using data to identify opportunities for automation efficiency gains and improved customer experiences and measuring impact post-implementation.
• Cross-functional alignment Working closely with Product Ops Customer Support and other central teams to ensure priorities are driven by actionable insights.
• Managing multiple perspectives Navigating complex stakeholder needs and aligning them around evidence-based recommendations.

Qualifications :

• Advanced data analysis skills are essential hands-on proficiency with BigQuery (SQL) Tableau and Looker Studio is mandatory. You can independently query model and visualize data to answer complex business questions.
• Proven experience in creating and maintaining dashboards that are both accurate and intuitive for diverse audiences.
• Ability to translate complex analyses into clear recommendations that drive change.
• Experience in CX service operations process improvement or a similar role where data was central to decision-making.
• Strong stakeholder management skills you build trust challenge constructively and use evidence to align teams.
• Proactive structured and resilient you can prioritize execute and adapt in a fast-paced environment.
• Bonus if youve worked in marketplaces delivery platforms or multi-sided products.

Youre an analytical problem-solver with proven hands-on experience in SQL dashboarding and customer experience. You thrive on breaking down complexity building trust through data and influencing decisions that make a real difference. If youve worked in marketplaces delivery platforms or other multi-sided products even better.

Additional Information :

• Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.
• Employee discount at foodora (woho!) and awesome friday breakfasts!
• Occupational pension incl. premium exemption insurance accident insurance and life insurance.
• foodora Learning - Monthly learning sessions about different topics such as the q-commerce industry negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana
• Great deals at Benify (for e.g. gym membership e-bikes hotels audiobooks streaming services clothes kitchen supplies and so much more!
• Awesome AWs and (pink) parties!

Remote Work :

No

Employment Type :

Full-time