Sr. Specialist Customer Experience Strategy

As a Sr. Specialist Customer Experience you will be responsible for analysing customer journeys identifying pain points and driving solutions that improve customer outcomes. You will own specific CX programs end-to-end from problem definition through execution and optimisation.

This role is hands-on. It requires strong analytical skills (Excel Looker SQL Python Tableau etc) the ability to turn data into clear insights clear communication skills and the ability to work cross-functionally to execute projects end-to-end.
 

1. Analytics and insights 

• Dig into 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

• Create and maintain dashboards in Looker or Tableau that monitor CX KPIs daily and flag anomalies early

• Use SQL and Python for deep dives and advanced analyses where required

• Identify opportunities for predictive models (churn risk reorder probability voucher redemption likelihood) and work with data science teams to validate and apply
   

2. Program ownership

• 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
   

3. Communication

• 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

4. Stakeholder management

• 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

Qualifications :

• 5 years of experience in working at high-growth start-ups across similar industries in customer experience analytics program management or strategy roles

• Strong technical skills in SQL Excel Looker Python Tableau (YAML is a plus)

• 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

Additional Information :

As part of the talabat team:

• 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

Remote Work :

No

Employment Type :

Full-time