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Tabby is a $4.5B fintech unicorn reshaping how people shop, earn, and save through flexible payment solutions. With 15M+ users and $10B in annual transaction volume, Tabby is the largest and fastest-growing fintech in the GCC region.
The Experience Lead role bridges Customer Experience (CX) and Product, serving as the senior CX voice at the product table. This is a high-impact individual contributor position requiring strong judgment, credibility with product leadership, and the confidence to advocate for customer and agent experience.
Key Responsibilities:
CX-Product Partnership: Represent agent feedback and customer insights in product discussions, roadmap reviews, and release planning. Utilize Voice of Customer (VoC), Voice of Agent (VoA), and quality findings to surface gaps between product vision and real frontline experience. Challenge product decisions where CX risk or operational friction is identified, ensuring CX considerations are embedded early rather than retrofitted.
Agent Enablement & Content: Lead creation and continuous improvement of agent-facing content including guides, FAQs, walkthroughs, macros, and storyboards. Translate complex product updates and policies into clear, practical materials. Own all product-related CX content, ensuring timely updates aligned with product releases.
Insights & Impact: Monitor ticket trends, agent feedback, and QA results to detect friction points. Identify systemic breakdowns and experience gaps. Drive insight-to-action loops by translating CX signals into product and process recommendations. Partner with Analytics, Ops, and Quality to validate impact.
Governance: Surface CX risks, dependencies, and readiness gaps. Facilitate structured feedback loops between CX, Product, Ops, and Quality. Maintain clarity on ownership and decisions. Serve as a trusted senior CX voice balancing partnership with healthy challenge.
Required: 5+ years in CX Product Operations, Process Excellence, CX Leadership, or Service Management with hands-on CX content writing. Strong background in tech, digital banking, or financial services preferred. Proven ability to influence product teams using CX insights and operational data. Deep understanding of how product decisions impact frontline and customer experience. Strong analytical mindset and excellent stakeholder management. Fluent in English and Arabic (mandatory).
