Director Experience & Operational Excellence
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Key skills for this role
About the Role
talabat is seeking a Director of Experience, Fraud and Operational Excellence to lead the end-to-end experience function across four pillars in 8 MENA markets. The role involves setting multi-year strategies, governing budgets, and overseeing fraud operations.
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
- Champion process automation, standardization, and digitalization of CX workflows
- Oversee Partner Experience function and ensure vendor satisfaction
- Maintain full accountability for functional budgets including customer and vendor compensation program
- Govern partner facing policies and SOPs across all markets and verticals
- Provide strategic oversight of Fraud Operations function covering prevention, detection, and response
- Ensure fraud governance aligned with compliance, audit, and legal standards
- Drive cross functional alignment between Fraud, Product, Finance, and Legal
- Oversee Insights function ensuring real time visibility through dashboards and reporting
- Lead and develop a team of middle managers, specialists, and analysts
Requirements
- Senior leadership experience in customer experience, partner experience, fraud operations, and insights
- Experience managing multi million EUR budgets with direct P&L impact
- Ability to operate at both strategic and executional levels
- Strong data driven decision making and analytical skills
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 year strategies that drive customer and partner satisfaction, govern multi million EUR budgets with direct P&L impact, and oversee the integrity of the platform through robust fraud governance.
- This is a high impact senior leadership role requiring the ability to operate at both a strategic and executional level.
Customer Experience Strategy & Leadership
- 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.
- 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.
Partner Experience & Budget Governance
- 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.
Fraud Operations & Risk Governance
- 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 to balance risk mitigation with customer experience quality and platform growth.
Insights & Analytics
- 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.
- Partner with BI, Data Science, and Product to build the data infrastructure that underpins reliable departmental performance visibility.
- Run primary research, NPS programs to gather structured, well represented qualitative feedback.
People Leadership & Organisational Development
- Lead and develop a team of middle managers and specialists and analysts.
- Design the department's OKR framework, KPI architecture, and Business Review structure.
- Set clear goals for the function and drive high performance and professional growth across all levels.
Senior Stakeholder Management & Cross Functional Leadership
- Serve as the experience authority in senior leadership forums, influencing Product, Commercial, Finance, and Operations decisions.
- Present strategic insights, budget performance, and departmental OKRs to COO and ExCo leadership.
- Lead high complexity, cross functional programs assigned at department or company level with no existing playbook.
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