Process Analyst (Customer Experience)

About the role

Tabby is looking for a Process Analyst to optimise and standardise the operational workflows that support its customer and partner experience across the UAE, KSA and Kuwait. You will work at the intersection of process design and applied AI, collaborating with CX, Product and LLM‑Agent teams to make support faster, smarter and more consistent.

Key responsibilities

• Analyse end‑to‑end support workflows to identify inefficiencies, bottlenecks, gaps and automation opportunities.
• Design and implement process improvements that boost efficiency, consistency and customer satisfaction.
• Create and maintain formalised procedures using BPMN, flowcharts and step‑by‑step instructions for CRM tools.
• Maintain the CRM procedure library as products and policies evolve.
• Use AI tools daily and help improve internal tooling such as knowledge bases, procedure‑delivery systems and AI‑assisted workflows.
• Prototype solutions with Claude Code, query operational data and turn findings into actionable improvements.
• Collaborate with agents, team leads, QA, training, product and LLM‑Agent teams to gather feedback and align process changes with organisational goals.

Required profile

• Strong background in customer support with a deep understanding of best practices.
• Experience in analysing and redesigning support processes.
• Ability to work cross‑functionally with product, training and AI teams.
• Proactive mindset for identifying pain points and proposing scalable solutions.

Required skills

• BPMN
• AI tools
• Claude Code
• CRM systems