Business Analyst (Customer Experience)

About Keeta

Keeta, an independent brand of Meituan, operates in food delivery across Hong Kong, Saudi Arabia, Brazil, and the Middle East. The company is expanding its services and is seeking a Business Analyst specializing in Customer Experience to join its team in Riyadh, Saudi Arabia.

Role Summary

The Business Analyst – Customer Experience will be responsible for converting complex operational data into actionable insights, developing scalable reporting solutions, and supporting data-driven business decisions across Keeta's service portfolio. This full-time role requires 2-5 years of experience and focuses on data, customer experience, automation, and AI to achieve business impact.

Key Responsibilities

• Drive end-to-end performance tracking across food delivery, quick-commerce, and other business verticals.
• Analyze customer experience, operational efficiency, cost, and productivity metrics to identify opportunities and performance gaps.
• Build, optimize, and maintain complex SQL/Hive queries, utilizing CTEs, window functions, JSON parsing, and advanced data transformations.
• Collaborate with business and technical teams to define data requirements and standardize regional metrics.
• Design automated BI dashboards, interactive scorecards, and multi-level performance models for internal teams and external partners.
• Develop scalable reporting solutions to enhance visibility and reduce manual analysis.
• Leverage GenAI tools for SQL optimization, sentiment and unstructured-text analysis, debugging, automation, and technical analysis.
• Explore new methods to integrate AI into daily analytics workflows and decision-making processes.
• Translate complex data into clear recommendations, performance frameworks, and executive-level insights.
• Partner with Operations and business stakeholders to convert analytical findings into measurable improvements.

Qualifications and Experience

• 3–5+ years of experience in Business Intelligence, Customer Analytics, Operations Analytics, or a similar analytical role.
• Experience within technology, e-commerce, food delivery, quick-commerce, marketplaces, or multi-vertical platforms is preferred.
• Advanced SQL/Hive skills, including complex functions, query optimization, and data transformations.
• Practical experience in building BI dashboards, scorecards, and automated reporting solutions.
• Experience with Python, VBA, Power Query, or similar analytical/automation tools.
• Strong understanding of CX, operational efficiency, cost, and productivity metrics.
• Ability to translate complex analysis into clear business recommendations for senior stakeholders.

Why Join Keeta

• Contribute to analytical decision-making across multiple verticals including food delivery, quick-commerce, and emerging business lines.
• Work in an AI-first environment, utilizing GenAI and automation to redefine analytics, reporting, and deep-dive analysis.
• Assume end-to-end ownership, from data requirements and SQL architecture to dashboards, insights, and strategic recommendations.
• Help standardize performance frameworks and reporting infrastructure across regional and international markets.