CX Strategy and Operations Head

About the Role

Join Snoonu as the CX Strategy and Operations Head based in Lusail, Qatar, to lead strategic and operational efforts improving the entire customer journey of Qatar's premier Super App. You will own the customer experience strategy, focusing intensely on eliminating defects such as cancellations, delays, poor order quality, and low ratings, translating insights into actionable initiatives that enhance service reliability and satisfaction.

Key Responsibilities

• Develop and drive the comprehensive CX strategy emphasizing defect reduction across all touchpoints from app usage to delivery completion.
• Create and implement a classification system for defects alongside measurement frameworks and improvement targets.
• Analyze customer, rider, and merchant experience issues to identify root causes and resolve them systematically.
• Collaborate with Operations and Product teams to bolster order success and delivery consistency.
• Lead cross-departmental CX initiatives ensuring alignment on goals and measurable performance outcomes.
• Establish governance policies and accountability models balancing customer satisfaction with operational and financial sustainability.
• Define critical CX metrics and develop dashboards for proactive issue detection and decision-making.
• Promote a proactive approach by designing scalable solutions with Data and Engineering teams, reducing reliance on manual interventions.

Qualifications and Experience

• Over 8 years of experience in strategic, operational, or customer experience roles within dynamic, customer-centric organizations.
• Proven success in advancing customer experience metrics and significantly lowering operational defects on a large scale.
• Strong analytical skills with a methodical problem-solving approach.
• Experience managing complex initiatives from concept to delivery with cross-functional teams including Product, Engineering, Operations, and Support.
• Excellent communication and leadership abilities, adept at influencing senior stakeholders.
• Demonstrated ownership mentality focused on actionable and measurable results.
• Passion for creating scalable, efficient systems enhancing both CX and operational performance.

About Snoonu

Snoonu is Qatar's homegrown Super App dedicated to simplifying everyday life through rapid delivery, shopping, and more, supported by a global and innovative team. The company strives to become a region-leading Ultra App utilizing cutting-edge technology to transform people's lives.

Company Culture and Values

• Customer obsession at the core of all actions.
• Integrity in honesty and ethics in all dealings.
• Continuous innovation and creative problem-solving.
• Leadership by example and taking ownership of outcomes.
• Efficiency in work prioritization and delivery.
• Team collaboration and collective strength.

Benefits and Work Environment

• Global collaboration with an international team.
• Opportunities for personal development with learning budgets and course access.
• High autonomy to control your work and growth path.
• Flexible and generous leave policies prioritizing wellness.
• Use of Agile and Scrum methodologies across functions.
• Great Place to Work® certified environment prioritizing value and empowerment.
• ISO 9001:2015 and ISO 45001:2018 certified, ensuring quality and safety standards.
• Commitment to sustainability and community responsibility through CSR and eco-conscious practices.
• Strong dedication to diversity, equity, and inclusion as foundational to workplace culture.