Experience Lead

About the Company

Tabby is revolutionizing financial freedom by transforming how consumers shop, earn, and save through greater control over their finances. With over 15 million users, it enables shoppers to split payments online and in retail environments interest-free, collaborating with 40,000+ global brands such as Amazon, Noon, IKEA, and SHEIN. The company processes more than $10 billion annually for partner brands, standing as the GCC’s largest, fastest-growing, and top-rated FinTech, valued at $4.5 billion after raising over $1 billion since 2019.

Role Overview

The Experience Lead bridges customer experience (CX) insights with the product team to influence meaningful product improvements. This senior individual contributor role requires representing CX perspectives at product discussions, authoring customer-facing content, identifying experience gaps from direct agent and customer feedback, and ensuring CX risks are addressed early in product development. The role demands strong judgement, credibility with product leaders, and confident advocacy for customer and agent experience.

Key Responsibilities

• Serve as the CX team’s voice in product meetings, incorporating agent feedback and customer insights into CX content.
• Participate in product roadmap reviews and release planning, bringing consolidated CX data such as Voice of Customer and Voice of Agent.
• Identify and highlight discrepancies between product vision and actual customer or agent experience using data and judgement.
• Challenge product decisions when CX risks or operational issues arise, ensuring CX considerations are integrated early.
• Lead development and continual enhancement of agent-facing materials including guides, FAQs, macros, and workflows, ensuring clarity and alignment with product updates.
• Maintain ownership of all product-related CX content, coordinating timely updates across platforms.
• Monitor support ticket trends, agent feedback, and quality assurance to detect friction points and systemic issues.
• Translate CX insights into actionable recommendations for product and process enhancements, collaborating with Analytics, Operations, and Quality teams to validate impact.
• Facilitate cross-functional communication, escalate CX risks, and maintain clarity on roles and follow-ups among CX, Product, Operations, and Quality.
• Be a trusted CX advocate who balances partnership with constructive challenge to improve customer and agent experiences.

Required Skills and Experience

• More than 5 years of experience in CX Product Operations, Process Excellence, CX Leadership, or CX Service Management with hands-on CX content creation.
• Preferred background in technology, digital banking, or leading financial services firms.
• Demonstrated ability to influence product teams through CX data and operational insights.
• Strong comprehension of how product decisions impact frontline customer and agent experience.
• Excellent analytical skills to evaluate trends, drivers, and root causes.
• Proficient stakeholder management and ability to influence senior partners effectively.
• Fluency in English and Arabic is mandatory.

Employee Benefits

• Flexible working hours allowing ownership of your schedule within team needs.
• An autonomous workplace granting responsibility from day one.
• Opportunities where work quality directly shapes your career progression.
• Access to the company's employee stock option scheme.
• Comprehensive health insurance coverage.
• Monetary benefits through Flexi Perks for health, well-being, education, or professional growth.