Staff Product Analyst - (Logistics, Help Center)

We are on the lookout for a Staff Product Analyst (Logistics, Service) to join our Product Analytics team and spearhead the data strategy for our Logistics Service product line. In this role, you will move beyond simple reporting to shape the future of our product through rigorous hypothesis testing and by converting massive datasets into high-impact strategic narratives.

In our Logistics Team, you’ll tackle high-impact challenges that make last-mile delivery efficient, affordable, and sustainable. Your work will directly improve experiences for riders, end customers, and merchants across the globe. Each enhancement you contribute will help Delivery Hero optimize delivery operations, supporting expansion into new areas like grocery and retail.

The Service product line is where we ensure an amazing delivery and post-order experience for customers, riders, and vendors globally through user support applications, agent CRM products and chatbots. Embedded directly within the product organization, our Analytics team fosters a "data-first" culture that drives tangible change in product development.

Watch this short video series to hear from the Logistics team and get a behind-the-scenes look at what it’s like working in this vertical at Delivery Hero.

As a Staff Analyst, you will tackle one of the industry's most cutting-edge challenges: automating customer support at scale. You will drive initiatives focused on cost-efficient chatbots, intent recognition, and automated problem resolution. Furthermore, you will play a key role in developing predictive models designed to optimize voucher and compensation issuance - all while balancing customer satisfaction with financial efficiency.

You will operate across the product line, partnering with leaders in Product, Tech, Operations and Data to define the strategic direction of analytics for the entire tribe. This is your opportunity to leverage deep technical expertise to champion innovation and influence how Delivery Hero shapes the future of local delivery.

Strategic Leadership & Product Influence:

• Define the North Star: Develop and refine product metrics and leading indicators that accurately reflect product health, customer satisfaction, and business viability.

• Influence Roadmap: Use quantitative analysis to look beyond the numbers, providing the insights that empower Product Managers and Engineers to decide what to build and why, and Performance team on how to localise solutions in the most efficient way.

• Drive Experimentation: Guide the team on methodology, design, interpretation, and decision-making of dozens of A/B that we run every quarter, to ensure we only ship impactful features.

Technical Excellence & Scalability:

• Build for Scale: Drive the development of scalable analytics infrastructure and self-service capabilities, ensuring data quality and accessibility across the organization.

• Advanced Modeling: collaborate on predictive models (e.g., voucher optimization) to automate decision-making and improve unit economics.

Mentorship & Culture:

• Elevate the Team: Provide technical guidance and mentorship to other analysts, fostering a culture of knowledge-sharing, rigorous peer review, and technical excellence.

• Evangelize Data: Act as a quality gatekeeper and champion a data-driven mindset across the Product and Tech teams.