Senior Specialist - Customer Experience Strategy

About talabat and Role Overview

talabat, a part of the Delivery Hero Group—the global leader in local delivery platforms operating across more than 70 countries—is headquartered in Berlin, Germany, and publicly traded on the Frankfurt Stock Exchange. Our core mission is to deliver an outstanding, fast, and easy customer experience directly to customers' doors.

We are looking for a Senior Specialist in Customer Experience (CX) Strategy to comprehensively manage the customer journey. This role involves identifying customers' pain points and driving impactful solutions to enhance customer outcomes, leading specific CX programs from initial definition through successful implementation and continuous optimization.

Key Responsibilities

• Develop and implement a future-focused CX vision and roadmap detailing how excellent customer experiences should be delivered and evaluated.
• Analyze customer experience data through cohort analysis, funnel diagnostics, and segmentation to uncover pain points.
• Define upfront clear success metrics for initiatives and conduct thorough pre- and post-effort impact assessments.
• Identify and collaborate on predictive modeling opportunities (e.g., churn risk, reorder likelihood, voucher redemption) partnering with data science teams for validation and application.
• Take full accountability for CX programs by defining issues, creating and piloting solutions, scaling successful methods, and iterating improvement cycles.
• Ensure programs deliver tangible value to customers and business metrics.
• Perform structured testing and incorporate feedback to continuously enhance programs.
• Monitor risks closely, track performance rigorously, and adjust strategies promptly if outcomes fall short.
• Document comprehensive playbooks for programs to facilitate replication and scaling across different markets.
• Effectively communicate program progress and insights in a clear, proactive manner to leadership and regional teams.
• Craft persuasive presentations to senior stakeholders conveying insights and recommendations concisely without relying on elaborate slide designs.
• Disseminate learnings and best practices across the CX function to elevate overall performance.
• Collaborate cross-functionally with Product, Technology, Operations, and Market teams to ensure alignment and smooth execution of priorities.
• Provide relevant data and context to aid product and engineering decision-making processes.
• Manage risk and blockers by holding stakeholders accountable while primarily focusing on enabling execution.

Candidate Profile

• Minimum of 5 years’ experience in management consulting or high-growth startup environments, particularly in customer experience, analytics, program management, or strategic positions.
• Strong expertise in data analytics with proficiency in SQL and Excel.
• High ownership mindset with demonstrated experience managing projects or programs end-to-end with measurable results.
• Exceptional ability to simplify and persuasively communicate complex analyses.
• Detail-oriented with a strong sense of accountability toward business impact.

Additional Benefits and Workplace Environment

• Opportunity to work from a modern, collaborative office space located in City Walk, Dubai.
• Exciting prospects for professional growth, recognition, and personal development within the organization.
• Monthly talabat credit to use on the app for various services.
• Parental leave entitlements.
• Join a diverse, multicultural team striving to build the fastest-growing and most valuable online food-ordering network.
• Access to fresh fruits, cereals, beverages, tea, and discounts at the adjacent Everyday Roastery café.
• Wellbeing room, music room, and roof terrace offering scenic views of Dubai Downtown available for breaks.
• Company-sponsored healthcare plans and gym membership support.