Manager, Customer Experience

foodora 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 over 70+ 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.

As a Customer Experience Manager within our Service Operations team, your role is to make life easier for one of our core segments – riders, vendors, or customers – by ensuring every touchpoint they have with us is thoughtful, data-backed, and continuously improving.

In this position, data is your primary toolkit. You will be our go-to expert for extracting, interpreting, and communicating insights from complex datasets. From working with self-served data tools such as looker to exploring existing dashboards to perform first cut trend and root cause analysis.

You'll work closely with our Director of Marketplace Experience, partnering with stakeholders across markets and functions to improve satisfaction, reduce friction, and build loyalty. This is a high-impact role with visibility across the business, where you'll be trusted to translate numbers into strategies that deliver measurable results.

Here's what that looks like:

• Championing the user with evidence – Acting as the voice of the customer in all internal conversations, backed by robust data analysis, satisfaction metrics (CSAT, CPC, SLA), and real-time feedback.
• Collaborate with functional analytics teams to conduct experiments or perform deeper dives into data.
• Turning complexity into clarity – Breaking down large, complex datasets into simple, decision-ready insights for both technical and non-technical audiences.
• Driving transformation – Using data to identify opportunities for automation, efficiency gains, and improved customer experiences — and measuring impact post-implementation.
• Cross-functional alignment – Working closely with Product, Ops, Customer Support, and other central teams to ensure priorities are driven by actionable insights.
• Managing multiple perspectives – Navigating complex stakeholder needs and aligning them around evidence-based recommendations.

• Strong ability to interpret data and make informed decisions, while effectively collaborating with analysts to translate insights into actionable strategies.
• Proven experience in creating and maintaining dashboards that are both accurate and intuitive for diverse audiences.
• Ability to translate complex analyses into clear recommendations that drive change.
• Experience in CX, service operations, process improvement, or a similar role where data was central to decision-making.
• Strong stakeholder management skills — you build trust, challenge constructively, and use evidence to align teams.
• Proactive, structured, and resilient — you can prioritize, execute, and adapt in a fast-paced environment.
• Bonus if you've worked in marketplaces, delivery platforms, or multi-sided products.

You're an analytical problem-solver with proven hands-on experience in SQL, dashboarding, and customer experience. You thrive on breaking down complexity, building trust through data, and influencing decisions that make a real difference. If you've worked in marketplaces, delivery platforms, or other multi-sided products — even better.

• Wellness allowance topped with the opportunity to participate in many work/life balance initiatives at foodora such as free group training at Sats & reduced price on massage.
• Employee discount at foodora (woho) and awesome friday breakfasts
• Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.
• foodora Learning - Monthly learning sessions about different topics, such as the q-commerce industry, negotiation techniques and project management combined with a structured onboarding and inspiring courses within our learning tool Sana
• Great deals at Benify (for e.g. gym membership, e-bikes hotels, audiobooks, streaming services, clothes, kitchen supplies… and so much more
• Awesome AW's and (pink) parties