Sr Business Analyst MX Global

YOUR MISSION

We are looking for a Senior Business Analyst to turn customer experience data into the engine behind better decisions at Glovo.

You will be the analytical backbone of the Customer Experience team the person who knows whats happening before anyone else does can explain why and can tell us what its worth to fix a team where every decision around customer interactions has a direct cost and a direct impact on customer loyalty your work will shape where we focus and how we prioritise. You wont just support decisions youll drive them.

THE JOURNEY

As a Business Analyst you will:

• Convert data into decisions that make the customer experience measurably better.

• Customer-Obsessed Analysis: Dig into CX metrics CSAT contact rates resolution times compensation trends to surface whats actually driving customer dissatisfaction. Go beyond describing what happened to explaining why it happened and what it costs us. Own the analytical layer that turns raw operational data into a clear picture of where the experience is breaking down.

• Opportunity Sizing & Prioritisation: Quantify the impact of every problem worth solving. When the team identifies a friction point you build the business case how many customers are affected what it costs in compensations contacts and churn and what fixing it is worth. This is how we decide what to work on next.

• Proactive Problem Hunting: Dont wait for issues to be escalated. Monitor key signals across the customer journey flag anomalies before they become incidents and bring hypotheses to the table rather than just answers to questions youve been asked. Curiosity is the job.

• Design & Own the Intelligence Layer: Build and maintain dashboards and reporting frameworks that give the team and the broader business a reliable real-time view of CX performance. The goal is not beautiful charts; its decision-making that doesnt require an ad hoc analysis every time someone needs an answer.

• Cross-functional Analytical Partner: Work closely with Operations Product and Commercial teams to connect CX data with upstream causes. A spike in contacts doesnt start in CX find where it starts and help the right team fix it.

Qualifications :

WHAT YOU WILL BRING TO THE RIDE

• Bachelor or Master degree in Business Management Business Intelligence Business Analytics Economics Engineering Computer Science Statistics Mathematics Physics or similar

• Significant experience (2-4 years) in high demanding positions (consulting start-ups investment banking etc.).

• Strong problem-solving skills: you are hypothesis-driven & looking for data to drive decisions.

• Endless curiosity - you wonder why problems exist spend time figuring out why and cant stop thinking about solutions

• Strong analytical skills with a passion for the latest tools & technologies. Comfortable managing large data sets. Proficiency in SQL Python Google Suite and visualization platforms (i.e. Tableau Looker Studio).

• Excellent communication skills. Ability to communicate effectively with stakeholders from diverse backgrounds and hierarchical levels.

• Fluent spoken and written English. Having the capability to not only communicate clearly but also write structurally and understandably.

Additional Information :

Individuals representing diverse profiles and abilities encompassing various genders ethnicities and backgrounds are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you dont meet our musts dont let it stop you we are all about finding the best talent out there! Skills can be learned and embracing diversity is invaluable.

At Glovo your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think decide and collaborate. What you achieve matters and how you achieve it defines us. Together they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo we thrive on diversity we believe it enhances our teams products and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds all genders racial/diverse backgrounds abilities ages sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g. she/her/hers he/him/his they/them/theirs etc).

So ready to take the wheel and make this the ride of your life

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!

Remote Work :

No

Employment Type :

Full-time