Experience Lead

About the Company

Tabby is a financial technology company focused on helping people shop, earn, and save with greater control. More than 15 million users rely on Tabby to manage spending, while over 40,000 brands and small businesses — including Amazon, Noon, IKEA, and SHEIN — use the platform to support growth through flexible payment options online and in stores. Since launching in 2019, Tabby has scaled rapidly, processed over $10 billion in annual transaction volume for partners, and secured more than $1 billion in equity and debt funding. The business is valued at $4.5 billion and is recognized as one of the leading FinTechs in the GCC.

Role Summary

The Experience Lead will act as the bridge between customer experience signals and product development. The role brings together feedback from customers and agents, quality insights, and operational realities to shape product thinking, identify experience risks early, and improve content and support processes. You will represent the CX perspective in product conversations while also creating and maintaining CX content for your assigned product area.

This is a senior individual contributor position for someone with strong judgment, the confidence to challenge product assumptions, and the ability to influence senior stakeholders without owning product decisions or operational delivery.

Key Responsibilities

• Represent the CX function in product discussions, roadmap reviews, and release planning by bringing in agent feedback, customer observations, VoC, VoA, and quality findings.
• Spot gaps between product intent and the actual experience of agents and customers, then raise risks, friction points, and downstream operational impact early.
• Work closely with Product teams to ensure CX considerations are built into solutions from the beginning rather than added after launch.
• Draft, update, and maintain agent-facing materials such as guides, FAQs, walkthroughs, macros, and storyboards.
• Translate product changes, policies, and workflows into content that is concise, clear, and easy for support teams to use.
• Own product-related CX content across internal platforms and keep it aligned with the latest product releases.
• Track ticket patterns, agent feedback, and QA results to uncover repeated issues, process breakdowns, and experience gaps across channels.
• Turn CX observations into practical recommendations for product and process improvement.
• Partner with Analytics, Operations, and Quality teams to verify impact and monitor outcomes.
• Surface readiness issues, dependencies, and CX risks clearly, and escalate where needed.
• Build structured feedback loops across CX, Product, Ops, and Quality teams while keeping ownership and next steps clear.
• Act as a credible senior CX voice that balances partnership with constructive challenge.

Requirements

• At least 5 years of experience in CX product operations, process improvement, CX leadership, or CX service management, with practical experience in CX content writing.
• Background in technology, digital banking, or premium financial services is preferred.
• Demonstrated ability to influence product teams using customer experience insights and operational data.
• Strong understanding of how product choices affect frontline teams and customers in practice.
• Analytical mindset with the ability to interpret trends, underlying drivers, and root causes.
• Excellent stakeholder management skills, including the ability to align, influence, and challenge senior partners.
• Fluency in both English and Arabic is required.

Additional Information

Department: Training and Quality

Reporting to: Mariam Aerabe

Employment Type: Full Time

Location: UAE

Benefits

• Flexible working hours with trust-based scheduling to help you manage your work effectively with your team.
• A work environment that offers autonomy and responsibility from the first day.
• The chance to see your work directly influence your career growth and progression.
• Access to the company’s employee stock options program.
• Health insurance coverage.
• Flexi Perks, a cash benefit that can be used for health, well-being, education, or professional development.