Job Description

YOUR MISSION:

You will be the go-to person for customer experience data at Glovo: the one who knows why customers contact us, which bad experiences make them stop ordering, and which fixes are worth doing first. You will turn customer pain points into sized, prioritised initiatives, having a direct impact on millions of Customers across 23 countries . This is not a reporting role: we want someone curious, who spots problems before they are on anyone's radar and comes with a point of view on how to fix them.

THE JOURNEY:

- Be the main point of contact for customer experience data, answering questions from Marketplace Experience, Product and Operations quickly and with a clear recommendation.

- Understand customer pain points across the journey and measure how they affect retention, for example cancelled versus seamless orders,



or churn after repeated bad experiences.

- Size issues and opportunities so the team can prioritise initiatives by impact, and measure every change we launch with a pre/post analysis.

- Define how we segment customers and experiences (customer value, frequency, contact reason, market, order type) so teams focus on what matters most.

- Dig into deviations in CX KPIs (CSAT, contact ratio, first contact resolution, cancellations), find the root cause, and propose changes to processes, policies or product with the teams that own them.

- Support policy and process tests, such as refund and compensation rules, with test design and impact measurement.

📌 Sr. Business Analyst (Barcelona)
🏢 Glovo
📍 Barcelona