Director Experience, Fraud and Operational Excellence
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Key skills for this role
About the Role
The employer is seeking a Director to lead the end-to-end experience function across four pillars: Customer Experience, Partner Experience, Fraud Operations, and CX Insights. The role involves setting multi-year strategies, managing multi-million EUR budgets, and driving operational excellence across 8 MENA markets.
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 multi million EUR annual budget for customer and vendor compensation
- Provide strategic oversight of Fraud Operations function
- Oversee Insights function ensuring real time visibility through dashboards
- Lead and develop a team of middle managers, specialists, and analysts
- Serve as experience authority in senior leadership forums
Requirements
- Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or related field
- 10+ years of experience in customer experience, operations, or strategy, preferably in e commerce, food delivery, or high growth tech
- Proven track record of leading mid level managers and large teams across multiple functions in a matrixed organization
- P&L or budget accountability experience at multi million EUR scale
- Strong background in data analysis, performance management, and CX or operational strategy
Full Job Posting
Job Description
- As the Director Experience, Fraud 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 y
What’s on your plate?
- Own the end to end CX strategy across all verticals (Food, tMart, Local Shops, DineOut) and 8 MENA markets.
- Define and govern cNPS, cSAT, and other north star metrics — setting targets, driving methodology, and leading cross functional execution to move them.
- Translate customer data, behavioral trends, and support signals into prioritized initiatives that improve retention, satisfaction, and order frequency.
- Champion process automation, standardization, and digitalization of key CX workflows.
- Oversee talabat's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator.
- Maintain full accountability for the Functional budgets customer and vendor compensation program — a multi million EUR annual budget.
- Govern the complete portfolio of partner facing policies and SOPs across all markets and verticals.
- Provide strategic oversight of talabat's Fraud Operations function, covering prevention, detection, and response frameworks.
- Ensure fraud governance is aligned with compliance, audit, and legal standards.
- Drive cross functional alignment between Fraud, Product, Finance, and Legal.
- Oversee the Insights function, ensuring real time visibility into performance across all markets through robust dashboards and structured reporting.
- Champion a data first culture across the department — ensuring insights translate into action.
What did we order?
- Bachelor's or Master's degree in Business Administration, Operations, CX, Data Analytics, or a related field.
- 10+ years of experience in customer experience, operations, or strategy, preferably in e commerce, food delivery, or a high growth tech environment.
- Proven track record of leading mid level managers and large team members across multiple functions in a matrixed organization.
- P&L or budget accountability, experience ideally at a multi million EUR scale.
- Strong background in data analysis, performance management, and CX or operational strategy.
- Experience working across multiple markets and geographies.
- Exceptional leadership skills — able to inspire, align, and develop high performing teams.
- Strategic mindset with strong execution discipline.
- Data driven decision making, with the ability to synthesize complex datasets into clear insights.
- Excellent stakeholder management and executive communication skills.
- Deep customer and partner empathy.
- Strong cross functional collaboration skills across Product, Finance, Legal, and Operations.
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