Sr. Specialist Customer Experience Strategy
Job role insights
Date posted
November 13, 2026
Hiring location
Dubai
Career level
Senior
Gender
Any
Description
Job Overview
The Senior Specialist, Customer Experience Strategy owns improvement programmes across the customer journey. The role identifies friction points, develops a longer-term experience roadmap and delivers initiatives from problem definition to rollout and optimisation. It is strongly analytical and involves working with data science, product, operations and other teams to improve customer outcomes in measurable ways.
The role involves regular coordination with colleagues and stakeholders to keep work organised and aligned with business priorities. Clear communication, accurate records and practical follow-up are important for maintaining consistent results.
Key Responsibilities
- Develop a customer experience vision and roadmap that defines how service quality should be delivered and measured.
- Use cohort analysis, funnel diagnostics and customer segmentation to identify pain points.
- Set success measures for each initiative and complete pre- and post-launch impact assessments.
- Explore predictive opportunities such as churn risk, reorder likelihood and voucher redemption with data science colleagues.
- Lead assigned programmes from problem framing and pilot design through rollout and ongoing optimisation.
- Document playbooks and use testing, feedback and performance data to improve repeatable customer solutions.
Requirements and Qualifications
- Experience in customer experience, business strategy, analytics or programme management.
- Strong analytical skills and the ability to convert customer data into clear insights.
- Experience leading cross-functional initiatives from definition through implementation.
- Clear written and verbal communication and good stakeholder-management skills.
- A structured approach to testing, measurement and continuous improvement.
Skills
Customer experience, CX strategy, cohort analysis, funnel analysis, segmentation, predictive analytics, programme management.
Employment Details
- Employer: talabat
- Location: Dubai, United Arab Emirates
- Employment Type: Full Time
- Function: Customer Experience
Working Approach
Evidence, clear ownership and regular measurement help ensure that customer initiatives address real needs and continue to deliver value.
Skills
select-type
Full Time
Interested in this job?
40 days left to apply
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