Sr. Specialist Customer Experience Strategy
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Job Summary
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
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
