Sr. Specialist CX Researcher

• When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first! Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

   

  Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!

   

  Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

  What’s On Your Plate?

  Lead pieces of research across CX projects (Journey Design as well as Continuous Improvement initiatives), and own the AO NPS survey design.

   

  The nature of research will be centered around the customer experience, needs, and pain points, as well as the behavior and characteristics of our customer base. It is crucial to combine qualitative and quantitative, internal source of data and external data sources to identify and/or confirm areas of improvements.

   

  What Did We Order?

  • Benchmark Talabat's experience with other players locally and globally.
  • Stay on top of customer trends to anticipate customers’ needs.
  • Pair up with data analysts to delivery full dimensional research insights
  • The nature of research will be centered around the client experience, needs, and pain points, as well as the behavior and characteristics of our client base.
  • Recommend the team on when research is needed and when not needed
  • Play a leading role in formulating research strategies for every new CX project
  • Support Continuous improvement of our experience as well as design of new experiences from scratch.