Director, Experience Insights

Want to be a Hero? Join one of the leading global online food ordering and delivery marketplaces

**Your mission**:

- Lead a team of experience researchers, analysts and program managers, charged with developing and facilitating analytics programs that uncover insights about our customer experience with a global impact.
- Define and own the global roadmap for the global customer experience function, partnering closely with regional CX teams.
- Own the global programs for measuring customer experience perceptions including customer journey, competitive customer experience and customer after order experience survey programs.
- Drive knowledge sharing about our customer experience across regions and company functions.
- Serve as a key strategic partner to logistics, product and regional CX teams to collaboratively drive customer-centric decision making.

**Your heroic skills**:

- 8+ years of experience in a similar role with at least 4 years of experience in leading analytics, data science or research teams
- A strong track record of leveraging data and consumer insights to drive business growth and product innovation strategies.
- Strong SQL skills; ideally experience with BigQuery or other PostgreSQL environments
- Familiarity with techniques such as regression, extrapolation, time series analysis, forecasting, statistical hypothesis testing and econometric models
- Skilled at working effectively with cross functional teams in a matrixed organization
- Proven ability to distill complex and diverse concepts into actionable recommendations non-researchers can easily understand
- Appetite for a fast-paced, collaborative environment and desire to constantly reassess and make the work better
- Adept at building a compelling narrative from disparate sources of information.
- Excellent written and verbal communication skills in English

**Why Delivery Hero?**
- English is our working language and our colleagues at Delivery Hero come from every corner of the globe, working in a diverse, cross-cultural team. For most opportunities, we also offer visa & relocation support
- We take care of our employees and offer flexible working hours and, for most of the teams, the option of working from home
- Enjoy our free online yoga classes and subsidized Urban Sports Club membership
- Take care of your mental and emotional well-being with our free Headspace subscription and unlimited access to Employee assistance program
- Participate in our health campaigns such as seasonal flu vaccination
- Benefit from BVG subsidy or join our Bike rental program
- Join the global market leader and a publicly listed DAX company with a competitive remuneration package and a lot of training, career & development opportunities
- Develop your skills with your personal educational budget for conferences and external trainings
- Learn German with free classes, access our e-learning platform and participate in our inhouse trainings
- Save responsibly with our attractive corporate pension options
- Join company parties, team, cultural and sports events - due to the current situation on a virtual basis
- Our office lounges are filled with healthy (and some more indulgent) snacks and refreshments to keep you energized throughout the day

**About us**:
Delivery Hero is building the next generation global on-demand delivery platform. We have grown rapidly from inception in 2011 to become the world's largest food-ordering network and we’re now innovating and creating new verticals such as groceries, pharmacies, flowers and other convenience articles in multiple markets.

Our awesome international team already operates in 40+ countries worldwide and we are looking for the most talented people to join us on our mission to ‘always deliver an amazing experience.’ If you’re an enthusiastic problem solver and hungry for a new adventure, an exciting job and multicultural workplace is waiting for you in the heart of Berlin
- At Delivery Hero, we believe diversity and representation is key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or any other aspect that makes you, you._

Have we caught your attention? If you are looking for an environment where our company DNA is defined by our values, please send us your CV.