Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]

Your work-life opportunity:

As Senior Performance Analyst  Marketplace Experience you will own the performance narrative and governance of Marketplace Experience across your region. You will be responsible for identifying quantifying and reducing experience-driven value loss improving structural marketplace health and closing the Retention Gap between seamless and non-seamless journeys. This role focuses on measurable business impact connecting operational friction to financial outcomes and driving cross-functional alignment to improve retention efficiency and cost control. You will work closely with country MDs Operations Service Finance and Global HQ functions to ensure experience priorities translate into tangible regional performance improvements.

Be a part of a team where you will:

• Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss Cost-to-Serve / Recover and Retention Gap balancing efficiency with experience protection

• Identify structural drivers of value loss across Customer Rider and Partner journeys and quantify their financial impact

• Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes

• Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers

• Lead regional performance reviews with GMs and senior stakeholders creating transparency and accountability

• Escalate systemic marketplace issues to Global teams advocating for structural fixes over short-term patches

• Ensure consistent reporting performance storytelling and decision-making frameworks across markets

Qualifications :

You have:

• 5 years of experience in performance strategy operations or analytical roles

• Strong ability to connect operational metrics to financial impact

• Experience influencing cross-functional stakeholders without direct authority

• Structured problem-solving and strong analytical capabilities

• Excellent communication and stakeholder management skills

• High ownership mindset hands-on and bias for measurable impact

Additional Information :

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

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Remote Work :

No

Employment Type :

Full-time