Senior CX Insights Analyst

About the role

efood, part of the Delivery Hero Group, is looking for a Senior CX Insights Analyst in Athens. The role turns customer voice into strategic action by providing a 360-degree view of the customer experience, transforming qualitative and quantitative feedback into business insights for cross-functional teams.

Key responsibilities

• Collect, clean and synthesize qualitative and quantitative data from CSAT, NPS, QA reporting, support cases, app reviews, UnitQ and Qualtrics.
• Apply statistical analysis, regression, clustering and segmentation to find root causes, correlations and predictive patterns across personas and journey stages.
• Partner with the BI team to build and maintain CX dashboards and automated reporting.
• Track key CX metrics such as churn risk and operational efficiency.
• Design and run customer feedback loops and produce monthly, quarterly and ad-hoc storytelling reports for leadership.
• Advise product and operational roadmaps and lead "Insights to Action" syncs with Operations, Product, Marketing, QA and Training teams.

Required profile

• Proven experience as a CX Analyst, BI Analyst, Data Analyst or similar role focused on customer experience.
• Strong ability to combine qualitative and quantitative feedback (CSAT, NPS, CES, QA scores).
• Data storytelling and the ability to turn complex analytics into executive recommendations.
• Excellent communication and stakeholder management skills.

Required skills

• Data analysis tools and CX platforms such as Power BI/Tableau, Qualtrics, UnitQ and Playvox.

What we offer

• Private medical and life insurance and an online mental health platform.
• Online training platform, pension plan and childcare allowance.
• In-house cafeteria, gym and ticket restaurant card.
• Global mobility plan and a free eFood Pro subscription.