This is an on-site Senior Analyst position with Glovo, part of the Delivery Hero Group, based in Barcelona, Spain. As a Senior Analyst in the Rider Service team you will be the analytical partner for the rider self-service tools and agent support experience, owning the numbers globally and conducting deep dives to reveal insights beyond surface-level data. Your work will influence rider operations across 20+ countries and help shape the tools riders use and how we operate.

Responsibilities include: - Analyzing data to identify trends and building actionable strategies across rider service and support operations. - Tracking and reporting key metrics such as rider contact ratio, agent productivity, resolution rates, cost per contact, and in-app satisfaction indicators. - Conducting root cause analyses on service degradations and deep-dives on rider service performance to uncover non-obvious patterns. - Tracking test results and measuring the impact of initiatives led by the self-service and agent experience teams. - Building scalable outputs including dashboards, structured reports, and reusable frameworks to enable project managers to make faster, better-informed decisions. - Collaborating with self-service and agent experience project managers to co-define problems, surface opportunities, and deliver data-driven recommendations independently. - Working with local Operations teams across global markets to translate analytical outputs into operational impact. - Using data visualization to communicate insights clearly and tell a coherent story from data to recommendation.

This is an on-site Senior Analyst position with Glovo, part of the Delivery Hero Group, based in Barcelona, Spain. As a Senior Analyst in the Rider Service team you will be the analytical partner for the rider self-service tools and agent support experience, owning the numbers globally and conducting deep dives to reveal insights beyond surface-level data. Your work will influence rider operations across 20+ countries and help shape the tools riders use and how we operate.

Responsibilities include: - Analyzing data to identify trends and building actionable strategies across rider service and support operations. - Tracking and reporting key metrics such as rider contact ratio, agent productivity, resolution rates, cost per contact, and in-app satisfaction indicators. - Conducting root cause analyses on service degradations and deep-dives on rider service performance to uncover non-obvious patterns. - Tracking test results and measuring the impact of initiatives led by the self-service and agent experience teams. - Building scalable outputs including dashboards, structured reports, and reusable frameworks to enable project managers to make faster, better-informed decisions. - Collaborating with self-service and agent experience project managers to co-define problems, surface opportunities, and deliver data-driven recommendations independently. - Working with local Operations teams across global markets to translate analytical outputs into operational impact. - Using data visualization to communicate insights clearly and tell a coherent story from data to recommendation.