Head of Customer Experience Strategy and Operations

Overview

Join Snoonu, Qatar's pioneering Super App, as the leader of our Customer Experience (CX) Strategy and Operations. In this pivotal role, you will architect and execute strategies that not only enhance customer satisfaction but also systematically reduce defects such as cancellations, delays, and poor-quality orders throughout the entire user journey—from app launch to delivery completion.

Key Responsibilities

• Lead the comprehensive CX strategy focused on minimizing defects and elevating reliability.
• Create clear defect classifications, develop measurement systems, and set improvement goals.
• Analyze issues impacting customers, riders, and merchants to identify root causes and design initiatives addressing these challenges at their source.
• Implement frameworks enhancing order success rates and delivery consistency.
• Collaborate closely with Operations and Product teams to ensure high-quality execution across all customer touchpoints.
• Drive cross-departmental CX projects involving Product, Engineering, Operations, Support, and Commercial teams, aligning stakeholders on objectives and outcomes.
• Establish governance models, policies, and accountability structures that ensure consistent, fair, and excellent experiences for all stakeholders.
• Utilize data analytics to define, monitor, and improve core CX metrics through dashboards and reporting tools to anticipate and prevent issues.
• Promote a shift from reactive troubleshooting to proactive preventive solutions by working with Data and Engineering to automate and scale CX improvements.

Candidate Profile

• Minimum of 8 years' experience in strategy, operations, or customer experience roles within dynamic, customer-oriented companies.
• Demonstrated success in enhancing CX metrics and operational defect reduction at scale.
• Strong aptitude for structuring ambiguous problems into actionable, strategic frameworks.
• Experience leading multifaceted initiatives from concept through to measurable impact.
• Proficiency in analyzing data to guide decisions, identify defects, and measure progress.
• Track record of effective collaboration with Product, Engineering, Operations, and Support teams.
• Excellent communication and stakeholder management skills to influence senior leadership.
• A proactive ownership attitude focused on achieving concrete, measurable results.
• Passionate about building scalable systems that enhance both customer satisfaction and operational efficiency.

About Snoonu

Snoonu is an innovative homegrown Super App in Qatar, delivering fast, reliable services including delivery and shopping through a unified platform. Driven by technology and a global team, Snoonu strives to transform lifestyles by connecting people with boundless possibilities.

Work Culture and Values

• Customer-Obsessed: Prioritize the customer in all decisions.
• Integrity: Conduct business ethically and transparently.
• Curiosity and Creativity: Continuously innovate to create lasting value.
• Ownership: Lead by example and take responsibility.
• Efficiency: Work smart to deliver outstanding results quickly.
• Teamwork: Collaborate to leverage collective strength.
• Execution: Convert ideas into practical solutions and opportunities.

Employee Benefits and Workplace Environment

• Global Collaboration: Work alongside a diverse international team.
• Learning Support: Access to learning budgets and educational resources.
• Autonomy: Empowerment to take charge of your own projects.
• Flexible Time Off: Generous leave policies to encourage work-life balance.
• Agile Practices: Adoption of Scrum methodologies across product development and operations.
• Certified Work Environment: Recognized as a Great Place to Work®, with ISO 9001:2015 and ISO 45001:2018 certifications underscoring quality and workplace safety.

Corporate Social Responsibility and Inclusion

Snoonu commits to sustainable business practices and community engagement through eco-friendly initiatives and CSR. The company fosters an inclusive environment, embracing diversity and equality across all operations.

Invitation

Be a part of shaping the future with Snoonu. Apply today to contribute to meaningful change in a company that values your ideas and impact.