Company Description

Glovo is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

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 what's happening before anyone else does, can explain why, and can tell us what it's worth to fix it. In 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 won't just support decisions - you'll 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 what's 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: Don't 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 you've 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; it's decision-making that doesn't 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 doesn't start in CX - find where it starts and help the right team fix it.