Senior Data Analyst, Customer Experience

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Department: CX Analytics

Employment Type: Full Time

Location: Remote

Reporting To: Anton Filimonov

About The Company

Tabby creates financial freedom by reshaping people’s relationship with money. With over 15 million users and partners such as Amazon, Noon, IKEA and SHEIN, Tabby delivers a seamless payment experience across online and in‑store channels. The company has generated over $10B in annual transaction volume and is the fastest‑growing FinTech in the GCC region.

About The Role

As a Customer Experience (CX) Data Analyst, you will transform how we support 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, human‑centered support experiences.

What You Will Be Doing

• Analyze large‑scale datasets related to agent performance, support interactions and QA.
• Write optimized SQL queries using BigQuery and ClickHouse.
• Build dashboards in Tableau and Metabase.
• Detect behavioral and performance trends among agents and support teams.
• Partner with QA to identify root causes in agent behavior and customer issues.
• Design and test LLM agents embedded in support flows.
• Implement evaluation pipelines (manual + automatic) for LLM response quality based on semantic similarity and completion metrics.
• Collaborate with AI/ML teams to monitor and improve LLM agent performance.
• Work with Dev teams to request feature enhancements for LLM agents.
• Enhance the knowledge base for LLM agents with the Tools & Processes team.
• Automate data tasks and support workflows using Airflow and Python.
• Suggest improvements in agent tooling, ticket routing and SLA tracking.
• Translate business inefficiencies into trackable metrics and measurable outcomes.
• Act as analytical partner to Operations, Support Management, QA and Training.
• Work with Data Engineering to ensure clean, accurate, well‑modeled pipelines.
• Communicate findings clearly through presentations and concise documentation.

What You’ll Need

• 3+ years of experience as a data analyst in fast‑paced, data‑heavy environments.
• Advanced SQL skills (preferably BigQuery/ClickHouse).
• Proficiency in Python for data analysis, automation and integration.
• Experience with Tableau, Metabase or Looker.
• Understanding of Airflow, DAG orchestration and modern data pipelines.
• Experience with LLM agents, prompt engineering and OpenAI API.
• Ability to translate business questions into structured, testable hypotheses.
• Strong presentation and storytelling skills for technical and non‑technical stakeholders.
• Upper‑Intermediate or higher English proficiency.

Job Benefits

We offer remote work from anywhere, with flexible working hours and autonomy from day one. A working environment that allows you to influence your career trajectory, participation in the employee stock options program, and support for relocation to certain countries.

We are passionate about an inclusive, high‑performing workplace that supports people from all backgrounds.