Voice of Customer Analyst

Job Description

Are you an experienced analyst passionate about delivering unique insights and exceptional service? Does designing and launching plans to increase efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!

Role background

Wolt has been growing rapidly in Israel since we entered the market in 2018.

As a company, we've always prided ourselves on providing truly outstanding customer service and as the business grew so has our Voice of Customer team! As such, we are looking for an analyst to help us better understand our customers’ behavior and face our upcoming challenges.

You’ll need to be comfortable with working with data in complex, high-paced service operations environments. In this role, you’ll get a lot of help and support on the way but are also expected to be an amazing independent contributor with an exceptional ability to execute every single day.

What You'll Be Doing

• Build reports and data visualization based on quantitative and qualitative analysis. Effectively communicate results to business owners in a cohesive narrative that delivers insight beyond the data.
• Analyze data and present key insights from large amounts of Support data with our database system: you will help our Customer Experience management team to track our team-wide performance metrics and service levels.
• Utilize existing technology platforms, query databases, create and edit dashboards and prepare surveys.
• You will be responsible for analyzing customers’ behavior using quantitative data to identify trends and patterns for improving quality and efficiency
• This position will play a critical role in understanding customer needs and preferences, as well as identifying areas of the business that require improvement.
• Track and analyze the Company KPIs
• Work in close cooperation with company stakeholders to continuously drive forward performance towards our goals
  
  

Our humble expectations

Our humble expectations

• 1+ years of experience analyzing and reporting on customer feedback, insights, and experience data (i.e., Voice of Customer Analyst, Customer Experience Analyst, Consumer Insights, etc.)
• Experience leveraging customer feedback data to drive business decisions and improvements for enhancing customer, employee, and product experiences
• Ability to analyze qualitative and quantitative data to create clear and compelling reports that drives action
• Experience creating and presenting data reports for CX teams/stakeholders/executives
• Passionate about the customer experience (CX)
• Effective communicator with written and oral presentations
• Organizational skills to coordinate multiple tasks and projects; must be detail-oriented
• Accountability and a panic-free approach when faced with critical and time-sensitive issues
• Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions
• Experience with Looker (BI Tool) and Intercom (Chat CRM) a plus
• SQL skills - able to build reports from different databases
• Bachelor’s degree in statistics, analytics, economics, data science or related discipline preferred
• Fluent in English and Hebrew
  
  

Next Steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

About Wolt

About Wolt

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. To enable this, Wolt develops a wide range of technologies from local commerce platform to retail software and financial solutions, as well as operates its own grocery stores under the brand Wolt Market. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 27 countries today, 23 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, We’re About Getting Things Done.

You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.