Senior Data Analyst, CX Analytics

Department: CX Analytics

Employment Type: Full Time

Location: Remote

Reporting To: Maxim Manzyuk

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 20 million users choose Tabby to stay in control of their spending and make the most out of their money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 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 generates over $14 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and now has an implied valuation of $4.5 billion.

About the role
As a Customer Experience (CX) Data Analyst, you will play a key role in improving how we support our customers through data driven insights and operational analytics. You will work closely with CX, product, and operations teams to measure performance, identify improvement opportunities, and support better decision making across support workflows.

This role focuses on analytics, reporting, and process optimization, with exposure to automation and AI powered tools as part of everyday analytical work.

What you will be doing

Data Analysis & Insights

• Analyze large-scale datasets related to agent performance, support interactions and QA.
• Write optimized SQL queries using tools like BigQuery and ClickHouse.
• Build dashboards in Tableau, Metabase.
• Detect behavioral and performance trends among agents and support teams.
• Partner with QA to identify root causes in agent behavior and customer issues.

LLM & Prompting

• Use LLM tools with practical prompt engineering for daily analytical tasks, summarization, and insights generation.
• Ability to assess and profile LLM outputs for quality, relevance, and analytical correctness in business contexts.
• Familiarity with LLM APIs and integrating model outputs into analytical or internal tooling workflows.

Automation & Workflow Optimization

• Work with Airflow and Python to automate data tasks and support workflows.
• Suggest and co-build improvements in agent tooling, ticket routing, and SLA tracking.
• Translate business inefficiencies into trackable metrics and measurable outcomes.

Cross-Functional Collaboration

• Act as an analytical partner to Operations, Support Management, QA, and Training.
• Work with Data Engineering to ensure clean, accurate, and well-modeled data pipelines.
• Communicate findings clearly through presentations, visualizations, and concise documentation.

What you will need

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

Job Benefits

Relocation and Employment
We offer remote work from anywhere in the world (our schedule is based on Dubai time though) and are happy to work out an individual relocation plan for you.
Our employees have the opportunity to choose a country for registration: at the moment those are Armenia, Georgia, Serbia, Portugal, Spain, UAE.
What you can expect

• We offer flexible working ho