Process Analyst (Customer Experience)

Process Analyst (Customer Experience)

Department: Training and Quality

Employment Type: Full Time

Location: UAE

Reporting To: Marcin Wozniak

Description

About Tabby: Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 20 million users choose Tabby to stay in control of their spending and make the most out of their money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby generates over $14 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and now has an implied valuation of $4.5 billion.

About the Role

As a Process Analyst, you’ll optimize and standardize the operational workflows that power Tabby’s customer and partner support across the UAE, KSA, and Kuwait. This role goes beyond mapping processes: you’ll use AI tools, and you’ll help shape the tooling, automations, and AI‑assisted systems behind them — whether by contributing to building them or by proposing enhancements. Working at the intersection of process design and applied AI, you’ll collaborate with CX, Product, and our LLM Agent team to make support faster, smarter, and more consistent. A strong customer support background is critical: you’ll draw on that expertise to identify pain points, design effective workflows, and ensure seamless customer experiences — then bring modern AI tooling to bear on scaling them.

Key Responsibilities

Process optimization:

• Apply your deep understanding of customer support best practices to design processes that improve satisfaction and resolve pain points.
• Analyze end-to-end support workflows to identify inefficiencies, bottlenecks, gaps, and automation opportunities.
• Design and implement improvements that enhance efficiency, consistency, and customer satisfaction.

Workflow documentation & tooling:

• Create and maintain formalized procedures — step‑by‑step instructions with the context agents need to use CRM tools effectively — using BPMN, flowcharts, and structured procedure formats.
• Maintain the CRM procedure library as products and policies evolve.
• Use AI tools day to day, and help improve the internal tooling that supports process execution — knowledge bases, procedure‑delivery systems, and AI‑assisted workflows — whether by contributing to building it or by proposing enhancements.
• Use Claude Code to prototype solutions quickly, query operational data, and turn findings into actionable improvements.

Cross‑functional collaboration:

• Work with Agents, Team Leads, QA, Training, Product, and the LLM Agent team to gather feedback and align process changes with organizational goals.
• Contribute to the team’s broader AI‑tool adoption — testing, evaluating, and documenting how LLM‑based tools can augment support operations.

Skills, Knowledge & Expertise

• 2+ years in customer support operations as a process analyst, business analyst, or similar role — ideally in a support or fintech environment.
• Deep understanding of customer service principles, escalation flows, and SLA management.

Technical skills:

• Proficiency in process‑modeling standards: BPMN, flowcharts, and swimlane diagrams.
• Familiarity with CRM and ticketing systems (e.g. Salesforce, Zendesk).
• Strong analytical skills — turning operational metrics into clear, prioritized actions.
• Hands‑on experience with AI coding tools (Claude Code, Cursor, Codex), or a demonstrated ability to build with LLM assistance; familiarity with prompt engineering and LLM‑based workflows.

Soft skills:

• Intellectually curious — you read broadly about AI, process design, and emerging tools without being prompted.
• Detail‑oriented with a bias toward action: you spot problems and move quickly to prototype solutions.
• Comfortable with ambiguity; able to define your own scope when needed.
• A collaborative communicator across technical and non-technical audiences.
• Strong project management discipline: organization, prioritization, and on‑time delivery.

Nice to have:

• Lean / Six Sigma certification
• RPA or automation experience
• Claude Code / Codex / similar system
• Fintech or BNPL background
• Arabic language skills
• BPMN proficiency

Why this role?

• A chance to use AI tooling every day — and to help shape it, whether by contributing to building it or by proposing enhancements.
• Shape workflows used daily by hundreds of agents at a fast‑growing fintech operating at scale.
• A lean team with direct impact and no bureaucratic distance from your output.

Job Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance.
• Flexi Perks: a monetary benefit to spend on what matters most to you — health, well‑being, education, or professional development.