Sr. Specialist Customer Experience Strategy

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.

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