Senior Specialist - Customer Experience Strategy

Company Overview

Talabat is a key part of the Delivery Hero Group, a leading global local delivery platform serving over 70 countries. Headquartered in Berlin and publicly listed on the Frankfurt Stock Exchange as part of the MDAX index since 2017, Delivery Hero inspires its mission to provide fast, easy, and delightful delivery experiences directly to customers' doors.

Job Summary

We are seeking a Senior Specialist in Customer Experience Strategy to take full responsibility for the entire customer journey. This role involves pinpointing customer pain points and implementing data-driven solutions that enhance customer outcomes. You will manage customer experience (CX) programs end-to-end—from defining challenges through to execution and continuous optimization.

This position demands hands-on involvement, strong analytical capabilities for transforming data into actionable insights, the ability to communicate clearly, and collaboration across departments to successfully deliver projects.

Key Responsibilities

• Develop and implement a long-term vision and roadmap for delivering and measuring exceptional customer experiences.
• Analyze customer data using techniques such as cohort analysis, funnel diagnostics, and segmentation to detect issues.
• Establish clear success criteria for initiatives and conduct robust pre- and post-implementation impact analyses.
• Collaborate with data science teams to identify, validate, and apply predictive models related to churn risk, reorder likelihood, and voucher redemption.
• Take complete ownership of CX programs, including problem definition, pilot execution, scaling, iteration, and documentation of playbooks for replication in multiple markets.
• Drive measurable value in customer and business outcomes through continuous optimisation, structured testing, and feedback loops.
• Proactively monitor and manage risks, track program performance meticulously, and adjust strategies swiftly if results fall short.
• Communicate program progress regularly and systematically to leadership and regional markets, with the capacity to deliver persuasive presentations to senior stakeholders.
• Share program learnings and best practices internally to elevate overall customer experience standards.
• Collaborate with Product, Technology, Operations, and Market teams to align priorities and overcome execution barriers, providing necessary data to aid decision-making and ensuring accountability.

Required Qualifications & Skills

• A minimum of five years’ experience in customer experience, analytics, program management, or strategy roles—preferably within management consulting or fast-growing startups in related industries.
• Advanced analytical skills, including proficiency in SQL and Microsoft Excel.
• Proven leadership and ownership capabilities, managing programs end-to-end with measurable success.
• Ability to clearly and persuasively communicate complex analyses in simple terms.
• Strong attention to detail with a focus on delivering impactful results.

Additional Information & Benefits

• Work onsite at a modern, collaborative space located in City Walk, Dubai.
• Opportunities for career advancement and recognition in a rapidly growing network of online food ordering services.
• Monthly credit to use within the company's app as desired.
• Parental leave benefits.
• Diverse, international team environment fostering cross-cultural collaboration.
• Complimentary fresh fruits, cereals, beverages, and discounts at the adjacent Everyday Roastery café.
• Access to wellbeing and music rooms, plus a rooftop terrace with a view of Dubai Downtown Skyline.
• Company-sponsored healthcare coverage and gym membership.