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 and 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.
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Location
Dubai, United Arab Emirates
Responsibilities
- 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
- 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
- Share program updates in a structured, proactive way with leadership and markets
- Present insights and recommendations persuasively to senior stakeholders when required
- 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
Requirements
- 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
Work Conditions
You will have the opportunity to be based in our specially designed collaborative work space in City Walk. Monthly talabat credit to spend in the app, opportunities for professional and personal growth, parental leave, sponsored healthcare, and gym membership. Enjoy fresh fruits, cereals, beverages, and access to our wellbeing room and music room.
