Experience Lead

About us: Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 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 $10 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 is now valued at $4.5 billion. Role Overview: We’re looking for an Experience Lead to connect the CX insights with Product ideation at Tabby. This role represents the CX team at the product table — bringing together customer insights, agent reality, operational constraints, and quality signals to influence product decisions, challenge assumptions, and drive meaningful improvements. It returns to CX the Product ideas and insights that improve the CS content & processes and bring better clarity for support teams. You will directly author and maintain CX content for your product scope, working closely with Product teams to ensure accuracy and clarity. You will not own Product decisions or operational execution, but you will use first-hand CX insight and personal judgment to surface experience gaps, inform content, and flag CX risks early. This is a high-impact, senior individual contributor role requiring strong judgment, credibility with Product leaders, and the confidence to push back when customer or agent experience is at risk. CX Product Partnership - Represent agent feedback and anecdotal customer insights in close alignment with Product, and author CX content grounded in real agent and customer experience. - Represent consolidated CX insights in product discussions, roadmap reviews, and release planning - Utilize the Voice of Customer (VoC), Voice of Agent (VoA), Quality findings, and personal judgement to help reveal gaps between Product vision and Agent/customer experience observed through the support function - Challenge Product decisions where CX risk, friction, or downstream operational impact is identified - Ensure CX considerations are embedded early — not retrofitted after release 2. Agent Enablement & Content Oversight - Lead the creation and continuous improvement of agent-facing content (guides, FAQs, walkthroughs, macros, and storyboards). - Translate complex product updates, workflows, and policies into clear, practical, and scannable materials. - Own all product-related content across CX platforms, ensuring timely updates and alignment with Product releases. - Ensure CX-critical updates are understood, prioritised, and implemented by the right teams 3. Insights, Friction & Impact - Monitor ticket trends, agent feedback, and QA results to detect recurring friction points. - Identify recurring issues, systemic breakdowns, and experience gaps across channels - Drive insight-to-action loops by translating CX signals into clear product and process recommendations - Partner with Analytics, Ops, and Quality to validate impact and track outcomes 4. Governance & CX Representation - Ensure CX risks, dependencies, and readiness gaps are clearly surfaced and escalated when needed - Facilitate structured feedback loops between CX, Product, Ops, and Quality - Maintain clarity on ownership, decisions, and follow-ups across teams. - Be a trusted, senior CX voice who balances partnership with healthy challenge. - 5+ years of experience in CX Product Operations, Process Excellence, CX Leadership, or CX Service Management, with hands-on experience in CX Content writing. - Strong background in tech, digital banking, or top-tier financial services is preferred - Proven experience influencing Product teams using CX insights and operational data - Deep understanding of how product decisions translate into real frontline and customer impact - Strong analytical mindset — comfortable working with trends, drivers, and root causes - Excellent stakeholder management skills — able to influence, challenge, and align senior partners - Fluent English and Arabic (mandatory) - 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 — h