As a Sr. Specialist CX Strategy you will be own all aspects of the customer journey - 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 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
Qualifications :
5 years of experience in Management consulting or working at high-growth start-ups across similar industries in customer experience analytics program management or strategy roles
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:
Remote Work :
No
Employment Type :
Full-time
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Ladwig Consulting
Encore Global
Kanadevia Inova