Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]
Core
Own the performance narrative and governance of Marketplace Experience across a region, identifying and reducing experience-driven value loss to improve structural marketplace health and close retention gaps.
Role type
Senior Performance Analyst (Marketplace Experience)
Builds
Regional performance improvements in retention, efficiency, and cost control for Customer, Rider, and Partner journeys.
Domain
Food delivery / Gig economy marketplace
Deliverable
dashboards & analysis
Required skills
Performance analysis, Strategy, Operations, Financial impact analysis, Cross-functional stakeholder influence, Structured problem-solving, Data storytelling
Preferred skills
Hands-on execution, Bias for measurable impact
Technologies
KPI frameworks, Reporting tools
Responsibilities
Drive regional Marketplace Experience KPIs (Value Loss, Cost-to-Serve, Retention Gap), Identify structural drivers of value loss and quantify financial impact, Challenge regional teams on inefficiencies, Prioritize high-ROI interventions, Lead regional performance reviews with senior stakeholders, Escalate systemic marketplace issues to Global teams
Seniority
Senior, hands-on IC