Director Experience and Operational Excellence
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Key skills for this role
About the Role
Lead talabat's end-to-end experience function across four pillars: Customer Experience, Partner Experience, Fraud Operations, and CX Insights spanning 8 markets in MENA. Accountable for multi-year strategies, multi-million EUR budgets, and fraud governance.
Key Skills for This Role
Responsibilities
- Own the end to end CX strategy across all verticals and 8 MENA markets
- Define and govern cNPS, cSAT, and other north star metrics
- Translate customer data into prioritized initiatives to improve retention and satisfaction
- Oversee Partner Experience function and ensure vendor satisfaction
- Maintain full accountability for functional budgets including customer and vendor compensation program
- Provide strategic oversight of Fraud Operations function
- Oversee Insights function ensuring real time visibility into performance
- Lead and develop a team of middle managers and specialists
- Serve as the experience authority in senior leadership forums
Requirements
- Senior leadership experience in customer experience, partner experience, fraud operations, or related fields
- Experience managing multi million EUR budgets with P&L impact
- Strong strategic and executional ability
- Experience leading cross functional teams and influencing product and commercial roadmaps
Full Job Posting
Role Overview
- As the Director Experience and Operational Excellence you will lead talabat's end to end experience function across four pillars: Customer Experience, Partner Experience, Fraud Operations, and CX Insights spanning 8 markets in MENA.
- You will be accountable for setting and executing multi year strategies, governing multi million EUR budgets, and overseeing fraud governance.
- This is a high impact senior leadership role requiring strategic and executional ability.
WHAT'S ON YOUR PLATE?
- Customer Experience Strategy & Leadership: Own end to end CX strategy, define cNPS/cSAT metrics, translate data into initiatives, champion automation.
- Partner Experience & Budget Governance: Oversee Partner Experience, maintain accountability for multi million EUR budgets, govern partner facing policies.
- Fraud Operations & Risk Governance: Provide strategic oversight of Fraud Operations, ensure alignment with compliance and legal standards.
- Insights & Analytics: Oversee Insights function, ensure real time visibility, champion data first culture, partner with BI and Data Science.
- People Leadership & Organisational Development: Lead and develop a team, design OKR framework, drive high performance.
- Senior Stakeholder Management & Cross Functional Leadership: Serve as experience authority in senior leadership forums, present to COO and ExCo.
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