Senior Data Analyst, Customer Experience
Full TimeJob Overview
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 $3.3 billion.
About the Role
About the Role
As a Customer Experience (CX) Data Analyst, you will play a central role in transforming how we support our customers by leveraging data, automation, and AI. You’ll empower teams with insights, optimize support operations, and co-create intelligent workflows with LLM agents.
This role blends analytics, process optimization, and LLM integration to drive smarter, faster, and more human-centered support experiences.
What you will be doing
Data Analysis & Insights
- Analyze large-scale datasets related to agent performance, support interactions and QA.
- Write optimized SQL queries using tools like BigQuery and ClickHouse.
- Build dashboards in Tableau, Metabase.
- Detect behavioral and performance trends among agents and support teams.
- Partner with QA to identify root causes in agent behavior and customer issues.
LLM Agent Development & Evaluation
- Design and test LLM agents embedded in support flows.
- Implement evaluation pipelines (manual + automatic) for LLM response quality using semantic similarity and completion metrics.
- Collaborate with AI/ML teams to monitor and improve the performance of LLM agents over time.
- Collaborate with Dev teams, request features to enhance LLM agents.
- Collaborate with Tools & Processes team to enhance the knowledge base for LLM agents.
Automation & Workflow Optimization
- Work with Airflow and Python to automate data tasks and support workflows.
- Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking.
- Translate business inefficiencies into trackable metrics and measurable outcomes.
Cross-Functional Collaboration
- Act as an analytical partner to Operations, Support Management, QA, and Training.
- Work with Data Engineering to ensure clean, accurate, and well-modeled data pipelines.
- Communicate findings clearly through presentations, visualizations, and concise documentation.
What you’ll need
- 3+ years of experience as a data analyst in a fast-paced, data-heavy environment.
- Advanced SQL skills (preferably in BigQuery and/or ClickHouse).
- Proficiency in Python for data analysis, automation, and integration tasks.
- Experience with data visualization tools (e.g. Tableau, Metabase, Looker).
- Understanding of Airflow, DAG orchestration, and modern data pipelines.
- Experience with LLM agents, prompt engineering, and OpenAI API usage.
- Ability to translate business questions into structured, testable hypotheses.
- Strong presentation and storytelling skills; able to communicate with technical and non-technical stakeholders alike.
- Upper-Intermediate or higher English proficiency (spoken and written).