Head of Customer Experience Strategy and Operations

Role Overview

Step into a pivotal leadership position at Snoonu, Qatar's premier Super App, where you will define and execute a comprehensive Customer Experience (CX) strategy to eradicate defects throughout the customer journey. This role bridges high-level strategic vision with hands-on operational management, ensuring excellence from app engagement to delivery completion.

Key Responsibilities

• Develop and lead the overarching CX strategy focused on minimizing issues like order cancellations, delivery delays, subpar order quality, and low customer satisfaction scores.
• Establish a clear framework for defect classification, measurement, and target-setting to consistently enhance service reliability and quality.
• Conduct in-depth analyses of CX challenges among customers, riders, and merchants, uncovering root causes and implementing targeted solutions.
• Create and enforce systems that boost order success rates and delivery consistency, collaborating closely with Operations and Product teams to reduce performance variability.
• Spearhead cross-departmental initiatives involving Product, Engineering, Operations, Support, and Commercial teams to drive systematic CX improvements.
• Design governance models, policies, and accountability structures that maintain consistent, equitable, and high-quality experiences for all stakeholders.
• Utilize data rigorously through monitoring defect rates, cancellations, delays, and ratings, building dashboards and reports that enable proactive management.
• Champion a shift from reactive problem fixes to proactive defect prevention by leveraging automation, process enhancements, and technical improvements with Data and Engineering partners.

Candidate Profile

• Over 8 years of relevant experience across strategy, operations, or customer experience roles within dynamic, customer-focused businesses.
• Proven success in elevating CX performance metrics and systematically reducing operational defects on a large scale.
• Exceptional analytical skills with an aptitude for decomposing ambiguous challenges into actionable strategies.
• Track record of leading cross-functional initiatives from conception through to tangible results.
• Strong proficiency in data-driven decision-making to assess impact and prioritize actions.
• Experience working collaboratively with Product, Engineering, Operations, and Support functions.
• Excellent communication and stakeholder management skills, including influencing senior leadership.
• A proactive ownership mindset combined with an emphasis on measurable outcomes.
• Passion for developing scalable systems enhancing both customer satisfaction and operational efficiency.

About Snoonu

Snoonu is Qatar’s innovative homegrown Super App offering rapid delivery, shopping, and more across various lifestyle needs. Powered by cutting-edge technology and a diverse international team, Snoonu prioritizes making life easier for its users.

Company Mission and Values

• Mission: To establish the first Qatari Ultra App that advances the region through groundbreaking technology and innovation.
• Vision: To transform daily living by connecting people to endless possibilities through technology.
• Core Principles:
• Customer obsession: Prioritize customers in all decisions.
• Integrity: Maintain honesty and ethics at all times.
• Curiosity and creativity: Continuously innovate to create lasting positive impacts.
• Ownership and leadership: Lead by example and take responsibility.
• Efficiency and results: Achieve more with smarter work.
• Team spirit: Foster collaboration and mutual support.

Benefits and Work Environment

• International collaboration with a diverse, global team.
• Resources for personal and professional growth, including learning budgets and access to courses.
• High degree of autonomy in managing tasks and career progression.
• Flexible leave policies promoting wellbeing and work-life balance.
• Agile methodologies ingrained throughout product development and operations.
• Certified as a Great Place to Work® reflecting a supportive and inclusive culture.
• ISO 9001:2015 and ISO 45001:2018 certified, emphasizing quality standards and workplace safety.
• Commitment to sustainability and community engagement through eco-friendly practices and corporate social responsibility initiatives.
• Diversity and inclusion as foundational values welcoming talent from all backgrounds.

Additional Information

The position is full-time and requires working onsite in Lusail, Qatar. Applicants should be prepared to lead transformative CX initiatives in a fast-paced environment focused on continuous improvement and innovation.