Head of Customer Experience Analytics (удаленная работа)
(вакансия в архиве)

Вакансия: Head of Customer Experience Analytics

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 3,000,000 active users choose Tabby to stay in control of their spending and make the most out of their money.

Over 10,000 global brands and small businesses, including H&M, Adidas, IKEA, SHEIN, noon, and Bloomingdale's use Tabby's technology to accelerate growth and gain loyal customers by offering flexible payments online and in stores. Tabby is active in Saudi Arabia, UAE, Egypt and Kuwait and backed by leading investors including Sequoia Capital India, STV, PayPal Ventures, Mubadala Investment Capital, Arbor Ventures and others.

About the role

We are looking for the Head of Customer Experience Analytics to manage a team of CX analysis, that includes 2 main pillars:

• WFM (Workforce Management) responsible for Customer Service forecasting, performance analysis, optimization, shift planning.

• VoC (Voice of the Customer) , that uses a data-driven approach to analyze customer contacts, root causes for that, put it on the Customer Journey map and work with internal functions to drive fact-based improvement projects.

Ambition of Tabby is to make CX a competitive differentiator, and for that to happen, CX analytics must create actionable reporting, utilize ML models to recognize customer contact root causes, support chatbot development, connect CX aspects to the company profitability in an actionable way.

You'll be working in a dynamic, rapidly evolving environment with the following responsibilities

• Own a data and analytics roadmap of CX org.

• Propose methods and tools to address CX challenges in your scope.

• Coach your team.

You should apply if you have

• Great understanding of math and statistics.

• Worked with data platforms like Power BI or BigQuery, data visualization tools like Tableau or Looker.

• Possess programming skills to a self-sufficiency in tool integration and cross platform data exchange.

• Managed team projects in Data or Business analysis or performed as a Principal Analyst or a Consultant for complicated projects in business data domain.

Relocation

We are offering remote work from any country by your choice as well as individual relocation plans to UAE, Armenia or Georgia.

We are covering:

• Flight tickets to the country by your choice.

• Accommodation for the period of time required for the employment (2-4 weeks on average).

• Bank account as well as legal entity or Dubai residency visa opening.

• Residence permit costs coverage in the country of permanent residence (if necessary).

• Family support for dependants.

What you can expect

• A competitive salary dependent upon your experience.

• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

• A working environment that gives you autonomy and responsibility from day one.

• You should be comfortable with the idea that the quality of your work will influence the shape of your career.

• Participation in company's employee stock options program.

• Full health and dental cover.