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Senior Business Analyst

Hybrid in Barcelona·Full-time·Added 2 days ago (last checked 11 Nov)

Delivery Hero

7 open roles

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Our summary

Work mode: Hybrid, Barcelona
Contract: Full-time
English: Required
Experience: 3+ years

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Skills

Requirements

What we're looking for

Must have

3+ years in a Data analyst, Business Intelligence Analyst, Analytics engineer role, with a track record of turning analysis into business decisions
Data and influence. You form a hypothesis, test it with SQL, Python and statistics knowledge, and quantify the impact. You know that data alone doesn’t always convince: you identify who is affected by a decision, who can block it and who can help, and you build support early.
Curiosity and ownership: you look into issues without being asked and come back with a recommendation, not only a chart.
Creative problem-solving. You know and apply best practices, but you don’t stop at “how it’s always been done.” You question the accepted approach and come up with solutions nobody else has tried.
Clear communication in English, adapting the message to technical and non-technical audiences.
AI fluency. AI is part of how you work. You’ve built repeatable workflows, know what to delegate and what to keep, and always verify the output.

Nice to have

Background in on-demand delivery, marketplaces or e-commerce operations.
Experience designing and running AB tests
Retention, cohort or customer segmentation analysis.

The role

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.

What you'll do

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.

About Delivery Hero

Delivery Hero is a global leader in the online food ordering and delivery industry, operating in over 70 countries across Asia, Europe, Latin America, the Middle East, and Africa. The company partners with hundreds of thousands of restaurants and employs tens of thousands of people worldwide, making it one of the largest delivery platforms globally. Its portfolio includes well-known brands such as Foodpanda, Glovo, and PedidosYa, among others.

In Spain, Delivery Hero operates through its subsidiary Glovo, which is headquartered in Barcelona and has a significant presence in the country. The company's Spanish operations focus on local delivery services, and it offers opportunities for international professionals, particularly in roles like account management, where English and Spanish are commonly used. The work culture is dynamic and fast-paced, typical of the tech and delivery sector, with a strong emphasis on data-driven decision-making and customer satisfaction.

Industry: Food Delivery
Founded: 2011
Employees: 10,000–50,000
Headquarters: Berlin, Germany
In Spain: Barcelona

Good to know if you are moving

Delivery Hero's Spanish operations are centered in Barcelona, where Glovo is headquartered, offering a vibrant tech hub environment.
The company operates in over 100 countries, providing opportunities for international mobility and cross-cultural collaboration.
English is commonly used in the workplace, especially in roles like account management, making it accessible for non-Spanish speakers.
The food delivery industry is fast-paced, with a focus on innovation and data-driven decision-making, ideal for professionals seeking dynamic work.
Spain offers a high quality of life, and Barcelona is a popular destination for international talent, with a strong expat community.

In their own words

About the company & team

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!

All open roles at Delivery Hero