Head of CX Process and Change

Department: Customer Experience

Employment Type: Full Time

Location: UAE

Reporting To: Arthur Zhuravsky

Description

About us

Tabby creates financial freedom in the way people shop, earn, and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

About the role

As the Change Manager at Tabby, you will be a key driver in ensuring smooth transitions and effective adoption of new processes within the Customer Experience organization. Your role will involve managing a team of analysts that are responsible for process changes, and a CX Experimentation Lab that serves as a polygon for testing purposes before a wider change rollout. Additionally, your team will play a vital part in contributing to the development of our CS CRM tool (Helpdesk), which is essential for enhancing and streamlining customer service operations. If you thrive on facilitating change, optimizing workflows, and shaping technology solutions for enhancing the CX, this opportunity is for you.

You’ll be working in a dynamic, rapidly evolving environment with the following responsibilities:

1. Team management
   • Oversee the analytical team responsible for creating and improving CS procedures.
   • Manage Process Analysts, Procedure designers and CX Lab experts
2. Change Leadership:
   • Develop procedures that would navigate CS agents towards resolution of customer query.
   • Assess the implications of these changes on existing workflows and procedures.
   • Collaborate closely with the Product team to understand upcoming product changes that may impact Customer Service processes.
3. Process Transition Management:
   • Lead the implementation of process changes resulting from product updates.
   • Work closely with CS teams to ensure seamless transitions.
   • Communicate changes effectively to all stakeholders.
4. CS Procedure Refinement:
   • Regularly review and update standard operating procedures (SOPs) to align with evolving business needs.
   • Ensure consistency and accuracy between the procedures and CS documentation library.
   • Pull feedback from CS agents and incorporate their insights into process improvements.
5. Contribute to CRM Tool Development:
   • Collaborate with the Product team to enhance our CS CRM tool functionality.
   • Provide insights on usability, functionality, and user experience.
   • Contribute to feature development and optimization.
6. Stakeholder Engagement:
   • Collaborate with Product, Operations, and other relevant teams.
   • Foster strong relationships with stakeholders.
7. Change Metrics and Reporting:
   • Define success metrics for process changes and CRM tool enhancements.
   • Monitor adoption rates, efficiency gains, and customer satisfaction.
   • Provide regular reports to leadership.

What we expect

• Bachelor’s degree in Systems Design, Process Design, Analytics, Business Administration, Math, or a related field.
• 4+ years of experience in Business Analysis.
• 4 years of experience in managing change, process improvement, or related roles.
• Proficiency in change management methodologies.
• Strong analytical skills and attention to detail.
• Excellent communication and leadership abilities.
• Proficiency in SQL, Python, BNPL, UML.
• Proficiency with process orchestration tools (i.e. Camunda) or implementing processes in CRM tools

• Effective Transitions: Smooth implementation of process changes.
• CS Efficiency: Reduction in handling time, improved first-contact resolution, and streamlined workflows.
• CRM Tool Effectiveness: Enhanced user experience and productivity.

Benefits

Relocation and employment
We offer onsite work from our Dubai office  and are happy to work out an individual relocation plan for you.

• 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 company’s employee stock options program.
• Health Insurance

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).
If this sounds exciting to you, we’d love to hear from you!