Company Descriptiontalabat is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience-fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.Job DescriptionAs a Sr. Specialist Customer Experience Strategy, you will own all aspects of the customer journey - identifying pain points, and driving solutions that improve customer outcomes. You'll own specific CX programs end-to-end, from problem definition through execution and optimisation.This role is hands-on. It requires strong analytical skills, the ability to turn data into clear insights, clear communication skills and the ability to work cross-functionally to execute projects end-to-end.What's On Your Plate?1. Strategy and InsightsDevelop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measuredLeverage CX data to uncover customer pain points using cohort analysis, funnel diagnostics, and segmentationBuild clear success metrics upfront for each initiative and run robust pre/post impact assessmentsIdentify opportunities for predictive models (churn risk, reorder probability, voucher redemption likelihood) and work with data science teams to validate and apply2. Program ownershipTake full ownership of assigned CX programs - define the problem, design the solution, run pilots, roll out at scale, and iterateEnsure programs drive measurable customer and business valueContinuously optimise programs through structured testing and feedback loopsAnticipate risks, track performance rigorously, and adjust course quickly when results do not meet expectationsDocument program playbooks so they can be repeated and scaled across markets3. CommunicationShare program updates in a structured, proactive way with leadership and marketsPresent 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 function4. Stakeholder managementWork with Product, Tech, Ops, and Market teams to secure alignment on priorities and unblock executionProvide the right data and context to help product and tech teams make decisionsEscalate blockers and hold stakeholders accountable, but focus primarily on enabling execution rather than leading alignment discussionsWhat Did We Order?5+ years of experience in working in management consulting OR high-growth start-ups across similar industries in customer experience, analytics, program management, or strategy rolesStrong analytical skills; Proficiency in SQL & ExcelHigh degree of ownershipExperience running programs end-to-end with clear, measurable outcomesAbility to communicate complex analysis simply and persuasivelyDetail orientation and accountability for impactAdditional InformationAs 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 wantParental leaveWorking 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 doorTake 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
