Senior Manager Customer Centricity

About the role

Tabby is looking for a Senior Manager of Customer Centricity to shape how human agents handle complex, high‑impact customer interactions. You will define the standards for a good conversation, coach leaders, and ensure that every contact maximises the opportunity to serve the customer.

Key responsibilities

• Define and maintain a concise Customer Centricity Standard that reflects product, policy and journey changes.
• Enable Team Leaders and Operations Managers to apply the standard through ticket‑solving sessions and coaching assessments.
• Diagnose CSAT drivers, segment detractors, and own the recovery strategy for unsatisfactory outcomes.
• Lead the LLM Quality Team, creating checklists, per‑conversation evaluations and feedback loops for both AI and human agents.
• Analyse data from evaluations, CSAT, VoC, complaints and repeat contacts to generate actionable insights.

Required profile

• Proven experience in customer experience, quality assurance or contact‑center leadership.
• Strong analytical mindset with ability to turn data into process improvements.
• Excellent judgment, empathy and communication skills for coaching and stakeholder alignment.

Required skills

What we offer

• Full‑time permanent role in a fast‑growing fintech environment.
• Opportunity to shape customer experience strategy at a regional leader.
• Competitive compensation package.