Director of Customer Experience & Operations Excellence

Job Description As the Director 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 influencing product and commercial roadmaps, shaping cross-functional policy, and developing a team of senior managers and specialists.

You will serve as a key voice in the COO leadership team, championing data-driven decision-making, operational excellence, and a culture of continuous improvement.

If you are passionate about building world-class experiences at scale, this role is for you.

WHAT S ON YOUR PLATE?

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 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.

Partner Experience & Budget Governance: Oversee talabat's Partner Experience function, ensuring vendor satisfaction (vNPS/vSAT) is treated as a strategic competitive differentiator linked to commercial performance.

Maintain full accountability for the Functional budgets - customer and vendor compensation program a multi-million EUR annual budget including annual planning, policy design, market rollout sequencing, and ongoing financial governance.

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 across the ecosystem.

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 - using these to inform local and regional priorities 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 fostering a culture of ownership, innovation, and customer-centricity.

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.