Qualitative Insight

Company Description

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 your home or office. Since launching 7 years ago, Wolt has expanded from a restaurant food delivery platform in the Nordics to a leading player in the delivery of everything across EMEA. Wolt works together with tens of thousands of restaurant and retail partners, as well as with over a hundred thousand courier partners across 23 countries and 250+ cities. In November 2020 Wolt and DoorDash announced they are joining forces, and the transaction is expected to close in H1 2022. We continue to expand rapidly and are looking for more talented individuals to join us.

Wolt not only offers great apps to customers and partners, but is also developing a broad range of technologies and solutions. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of minutes, in the customer’s own language.

Job Description

Key Responsibilities:

1. Data Analysis and Insight Generation: Utilize tools such as Looker and Excel to extract and analyze data. Transform complex data sets into understandable and actionable insights.

2. Qualitative Research: Conduct in-depth research of support conversations to understand customer experiences, identify trends, and gather feedback.

3. Problem Identification and Mapping: Actively listen to and analyze customer interactions to pinpoint areas of improvement in service quality. Develop a systematic approach to map out recurring problems and issues.

4. Solution Development: Based on the insights gathered, devise effective strategies and processes to address identified problems. Collaborate with various teams to implement these solutions.

5. Monitoring and Tracking: Continuously track the domain under your charge. Be vigilant in identifying any emerging issues or areas where service quality may be slipping.

6. Issue Investigation and Reporting: Take the initiative to investigate any flagged problems. Provide comprehensive reports on findings and propose appropriate actions to address these issues.

7. Collaboration and Communication: Work closely with the customer support team, data analysts, and other departments to ensure a cohesive approach to quality improvement. Communicate findings and recommendations effectively to all levels of the organization.

Qualifications

2+ years of experience in data analysis or qualitative research.
Proven experience in managing data-driven projects.
Proficiency in tools like Looker and Excel.
Strong analytical and problem-solving skills.
Attention to detail and accuracy in data interpretation.
Excellent communication and collaboration abilities.
Relevant academic background (e.g., Data Analysis, Business Analytics) – advantage.

Additional Information

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!