Experience Lead

About the company

Tabby helps people gain more control over how they spend, earn, and save by changing the way they interact with money. More than 15 million users rely on the platform to manage spending and make better use of their funds.

Its main product lets customers divide purchases into installments online and in physical stores without interest or fees. The service is used by over 40,000 brands and businesses worldwide, including Amazon, Noon, IKEA, and SHEIN, to grow sales and build loyalty through flexible payment options.

Tabby processes more than $10 billion in yearly transaction volume for partner brands. It is described as the largest, fastest-growing, most-reviewed, and highest-rated FinTech in the GCC. Founded in 2019, the company has raised more than $1 billion through equity and debt funding and is valued at $4.5 billion.

Role overview

The Experience Lead will act as the bridge between customer experience insights and product ideation. The role brings the support-function viewpoint into product conversations by combining agent feedback, customer signals, operational realities, and quality findings to shape better decisions and reduce experience risks.

You will also create and keep up-to-date CX content for your assigned product area, working alongside Product teams to make sure information is accurate, useful, and easy to understand. While you will not be responsible for product ownership or operational delivery, you will use direct CX insight and sound judgment to identify gaps, improve support content, and raise concerns early when the customer or agent experience could be affected.

This is a senior individual contributor position that requires strong judgment, credibility with product leaders, and the confidence to challenge decisions when needed.

Key responsibilities

• Act as the CX representative in product discussions by bringing together agent feedback, customer observations, and structured insights for roadmap, release, and planning reviews.
• Use Voice of Customer, Voice of Agent, quality outcomes, and personal assessment to uncover gaps between the intended product direction and the experience seen in support operations.
• Push back on product choices when they may create customer friction, CX risk, or downstream operational issues.
• Make sure customer experience considerations are built in at the start rather than added after launch.
• Own the development and ongoing improvement of agent-facing resources such as guides, FAQs, walkthroughs, macros, and storyboards.
• Convert complex product changes, workflows, and policy updates into clear, practical, and easy-to-scan content.
• Maintain all product-related CX content and keep it aligned with release timelines and updates.
• Ensure important CX updates are properly prioritized, understood, and actioned by the relevant teams.
• Track ticket patterns, agent feedback, and QA results to spot repeated friction points.
• Identify recurring breakdowns, systemic issues, and experience gaps across support channels.
• Turn CX insights into actionable product and process recommendations.
• Work with Analytics, Operations, and Quality teams to confirm impact and measure results.
• Surface CX risks, dependencies, and readiness gaps clearly and escalate them when necessary.
• Support structured feedback loops across CX, Product, Operations, and Quality.
• Keep ownership, decisions, and follow-up actions clear across all involved teams.
• Serve as a trusted senior CX partner who balances collaboration with constructive challenge.

Requirements

• At least 5 years of experience in CX Product Operations, Process Excellence, CX leadership, or CX Service Management, including practical experience in CX content writing.
• Background in technology, digital banking, or premium financial services is preferred.
• Demonstrated ability to influence Product teams using CX insights and operational data.
• Strong understanding of how product changes affect frontline teams and customers in real situations.
• Analytical thinking with the ability to interpret trends, drivers, and root causes.
• Excellent stakeholder management skills and the ability to influence, align, and challenge senior partners.
• Fluency in both English and Arabic is required.

Benefits

• Flexible working hours with trust-based scheduling, as long as work is completed effectively for your team.
• An environment that gives you autonomy and responsibility from day one.
• Your performance is expected to have a direct impact on the direction of your career.
• Participation in the company’s employee stock options plan.
• Health insurance coverage.
• Flexi Perks: a monetary allowance you can use for health, wellness, education, or professional growth.

Additional information

Department: Training and Quality

Location: UAE