Sr. Specialist Customer Experience Strategy

About the role

As a Sr. Specialist Customer Experience Strategy, you will own all aspects of the customer journey by identifying pain points and driving solutions that improve customer outcomes. You will manage specific CX programs end-to-end—from problem definition through execution and optimization. This hands-on role requires strong analytical skills, the ability to turn data into clear insights, and effective cross-functional communication to execute projects.

What’s On Your Plate?

• 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 collaborate with data science teams to validate and apply.

• 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 optimize 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 for repeatability and scalability across markets.

• Communication

  • Share program updates in a structured, proactive way with leadership and markets.
  • Present insights and recommendations persuasively to senior stakeholders when required; demonstrate proficiency in creating clear narratives in slide presentations.
  • Capture learnings from each program and circulate them as best practices to elevate the CX function.

• Stakeholder management

  • Collaborate with Product, Tech, Ops, and Market teams to secure alignment on priorities and facilitate smooth execution.
  • Provide the data and context necessary for product and tech teams to make informed decisions.
  • Escalate blockers and hold stakeholders accountable while primarily focusing on enabling execution rather than leading alignment discussions.

What Did We Order?

• 5+ years of experience in management consulting or high-growth startups within customer experience, analytics, program management, or strategy roles.
• Strong analytical skills with proficiency in SQL and Excel.
• High degree of ownership and a proven track record of running programs end-to-end, delivering clear, measurable outcomes.
• Ability to communicate complex analyses simply and persuasively.
• Detail-oriented with a strong sense of accountability for impact.

Additional Information

As part of the team, you will have:

• The opportunity to be based in a collaborative workspace in City Walk.
• Exciting opportunities for professional and personal growth and recognition.
• Monthly credits to spend in the app.
• Parental leave.
• The chance to work with the largest and most valuable network of online food ordering services.
• A diverse, cross-cultural team environment.
• Access to fresh fruits, cereals, beverages, tea, and discounts at Everyday Roastery café.
• Relaxation areas, including a wellbeing room and music room, along with views of the Dubai Downtown Skyline from the roof terrace.
• Sponsored healthcare and gym membership.