Process Analyst (Customer Experience)

About the role

As a Process Analyst you will optimise and standardise the operational workflows that support Tabby’s customers and partners across the UAE, KSA and Kuwait. You will combine process design with AI‑enabled tooling to make the support function faster, smarter and more consistent, working closely with CX, Product and the LLM Agent teams.

Key responsibilities

• Analyse end‑to‑end support workflows to spot inefficiencies, bottlenecks 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, prototype solutions with Claude Code, query operational data and turn insights into actionable enhancements.
• Collaborate with agents, team leads, QA, training, product and LLM Agent teams to gather feedback and align changes with organisational goals.

Required profile

• Strong background in customer support and a deep understanding of best practices.
• Analytical mindset with experience in identifying pain points and designing effective workflows.
• Ability to work cross‑functionally with product, training and AI teams.
• Excellent communication skills to document procedures and train agents.

Required skills

• BPMN modelling
• AI tooling (e.g., Claude Code)
• CRM systems proficiency
• Flowchart creation