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Sr. Specialist Customer Experience Strategy
Job Description & How to Apply Below
Overview
As a Sr. Specialist Customer Experience Strategy
, you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes. You’ll own specific CX programs end-to-end, from problem definition through execution and optimisation. This role is hands-on and requires strong analytical skills, the ability to turn data into clear insights, clear communication, and the ability to work cross-functionally to execute projects end-to-end.
- Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured
- Leverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentation
- Build clear success metrics upfront for each initiative and run robust pre/post impact assessments
- Identify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply
- Take full ownership of assigned CX programs - define the problem, design the solution, run pilots, roll out at scale, and iterate
- Ensure programs drive measurable customer and business value
- Continuously optimise programs through structured testing and feedback loops
- Anticipate risks, track performance rigorously, and adjust course quickly when results do not meet expectations
- Document program playbooks so they can be repeated and scaled across markets
- Share program updates in a structured, proactive way with leadership and markets
- Present insights and recommendations persuasively to senior stakeholders when required; good slide-making (clear narratives, not necessarily beautiful decks)
- Capture learnings from each program and circulate them as best practices to raise the bar across the CX function
- Work with Product, Tech, Ops, and Market teams to secure alignment on priorities and unblock execution
- Provide the right data and context to help product and tech teams make decisions
- Escalate blockers and hold stakeholders accountable, but focus primarily on enabling execution rather than leading alignment discussions
- 5+ years of experience in working in management consulting OR high-growth start-ups across similar industries in customer experience, analytics, program management, or strategy roles
- Strong analytical skills;
Proficiency in SQL & Excel - High degree of ownership
- Experience running programs end-to-end with clear, measurable outcomes
- Ability to communicate complex analysis simply and persuasively
- Detail orientation and accountability for impact
- You have the opportunity to be based in our specially designed collaborative work space in City Walk.
- You will also experience exciting opportunities for professional and personal growth and recognition.
- Monthly talabat credit to spend in the app, however you want
- Parental leave
- Working with the team, building the fastest-growing, largest and most valuable network of online food ordering services.
- Our colleagues at talabat come from every corner of the globe, working in diverse, cross-cultural teams.
- Enjoy fresh fruits, cereals, beverages, tea, and discounts at our Everyday Roastery cafe next door
- Take a break in our wellbeing room, music room or take in the views of the Dubai Downtown Skyline on our roof terrace!
- Sponsored healthcare and gym membership
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