Sr. Specialist Customer Experience Strategy

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.

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

• 
  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

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