Sr. Specialist Customer Experience Strategy

Job description

Company Description talabat 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 Description As 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 Insights Develop and execute a long-term CX vision and roadmap that articulates how exceptional CX should be delivered and measured Leverage 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 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 What 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 roles Strong analytical skills; Proficiency in SQL & Excel 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 Qualifications Additional Information