CX Strategy and Operations Head

Role Overview

This leadership role is focused on shaping and running the customer experience strategy for a major super app in Qatar. The position combines high-level planning with hands-on operational execution, with the main goal of removing friction across the full customer journey. That includes issues such as cancellations, delays, poor order quality, and low ratings.

The person in this role will work across customers, riders, merchants, product, engineering, support, operations, and commercial teams to identify the root causes of defects and turn those insights into scalable improvements. The focus is on moving from quick fixes to long-term, preventative solutions that improve reliability, consistency, and customer satisfaction while supporting operational efficiency and financial health.

Key Responsibilities

• Set the overall customer experience direction, with a strong emphasis on lowering defects throughout the journey.
• Create a defect classification system, measurement approach, and performance targets to improve service quality and reliability.
• Analyze CX problems across customer, rider, and merchant touchpoints to uncover root causes.
• Convert findings into structured programs that solve issues at the source rather than patching symptoms.
• Build frameworks that improve order completion, delivery dependability, and consistent service delivery.
• Collaborate with operations and product teams to reduce variability and strengthen execution across all stages.
• Lead customer experience initiatives spanning product, engineering, support, operations, and commercial functions.
• Bring stakeholders together around common priorities, goals, and measurable CX outcomes.
• Develop governance, policies, and accountability models for customers, riders, and merchants.
• Balance customer satisfaction with operational practicality and commercial sustainability.
• Define and monitor core CX metrics such as defect rates, cancellations, delays, and ratings.
• Create dashboards, reporting structures, and insights that help the business spot issues early and act proactively.
• Design preventive solutions using automation, product changes, smarter processes, alerts, and scalable systems.
• Work with data and engineering teams to reduce manual intervention and build durable CX improvements.

Candidate Profile

• At least 8 years of experience in strategy, operations, customer experience, or a closely related field in fast-moving, customer-focused organizations.
• Demonstrated success in improving customer experience indicators and reducing operational defects at scale.
• Strong ability to structure ambiguous problems into clear frameworks and practical solutions.
• Proven track record of taking cross-functional initiatives from planning through execution and measurable impact.
• Highly analytical, with hands-on use of data to identify problems, measure results, and guide decisions.
• Experience working closely with product, engineering, operations, and support teams.
• Strong communication and stakeholder management skills, including influencing senior leadership.
• Ownership-driven mindset with a strong bias toward action and outcomes.
• Motivation to build systems that improve both customer experience and operational efficiency.

About the Company

The employer is a Qatar-based super app that brings together delivery, shopping, and other services in one platform. The broader mission is to transform everyday life through technology and innovation, with ambitious goals to become a leading ultra app in the region. The company emphasizes customer obsession, integrity, creativity, ownership, efficiency, and teamwork.

Work Culture and Benefits

• Opportunity to work with a global, international team.
• Access to learning budgets, courses, and development tools.
• High autonomy and ownership over work.
• Generous leave and wellness-focused time off policies.
• Agile ways of working across product and operations.
• Recognition as a Great Place to Work®.
• ISO 9001:2015 and ISO 45001:2018 certifications reflecting quality and workplace safety standards.
• Commitment to sustainability, community impact, and CSR initiatives.
• Inclusive, equal-opportunity workplace that values diversity.

Additional Information

Location: Lusail, Qatar. This is a full-time, onsite position. The organization encourages applicants who want to help shape scalable customer experience systems and contribute to a culture of innovation, accountability, and collaboration.

Interested candidates are expected to bring strong problem-solving ability, a data-led mindset, and a passion for building reliable, customer-first operating models.