Senior CX Strategy Lead — Drive Impact & Growth

Delivery Hero; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Talabat credit

Parental leave

Healthcare (sponsored)

Gym membership

Collaborative workspace

Growth opportunities

Job summary

talabat, part of the Delivery Hero Group, is seeking a Sr. Specialist Customer Experience Strategy to own the customer journey, identify pain points, and drive end-to-end CX programs from definition to optimization.

You will develop a long-term CX vision, use cohort analysis and churn modeling with data science teams, and measure impact while collaborating with Product, Tech, Ops, and Markets to align priorities and drive measurable value across markets.

Qualifications

• 5+ years of experience in management consulting OR high-growth start-ups across customer experience, analytics, program management, or strategy roles.
• Proficiency in SQL and Excel.
• Strong ownership and accountability for impact.
• Experience running end-to-end CX programs with measurable outcomes.
• Ability to communicate complex analysis clearly and persuasively.
• Detail orientation and accountability for impact.

Responsibilities

• Develop and execute a long-term CX vision and roadmap.
• Own CX programs end-to-end from problem definition to rollout and iteration.
• Leverage CX data to identify pain points using cohort analysis and diagnostics.
• Define clear success metrics and conduct pre/post impact assessments.
• Collaborate with Product, Tech, Ops, and Markets to align priorities and unblock execution.

Skills

SQL

Excel

Program management

Analytical skills

Communication skills

Ownership

Job description

talabat, part of the Delivery Hero Group, is seeking a Sr. Specialist Customer Experience Strategy to own the customer journey, identify pain points, and drive end-to-end CX programs from definition to optimization.

You will develop a long-term CX vision, use cohort analysis and churn modeling with data science teams, and measure impact while collaborating with Product, Tech, Ops, and Markets to align priorities and drive measurable value across markets.