Customer Experience Transformation Lead

tabby; Abu Dhabi; On-site; AED 300,000 - 420,000; Full time

Job summary

Tabby is seeking a seasoned CX coaching leader to shape how we evaluate and improve customer conversations. You will set standards, coach leaders, and own CSAT diagnostics to drive measurable improvements. You will work in a data-driven, LLM-enabled environment to ensure high-quality customer outcomes.

You will build capability among managers to apply the standards, analyze results, and hold teams accountable for impact, with a focus on sustainable change across CX, service, and sales coaching.

Qualifications

• 7+ years in CX, service, or sales coaching leadership with ownership of outcomes.
• Fluent data analysis and dashboard interpretation.
• Experience leading change and influencing senior stakeholders.

Responsibilities

• Define the standard for customer conversations and ensure consistency.
• Enable and coach Team Leaders and Operations Managers to apply it.
• Diagnose CSAT drivers, identify root causes, and own recovery plans.
• Oversee LLM Quality with checklists and structured feedback.
• Turn insights into training triggers and process improvements.

Skills

Coaching leadership

CX strategy

Data analysis

Stakeholder management

AI/LLM familiarity

Tools

Analytics dashboards

LLM evaluation tools

Job description

Tabby is seeking a seasoned CX coaching leader to shape how we evaluate and improve customer conversations. You will set standards, coach leaders, and own CSAT diagnostics to drive measurable improvements. You will work in a data-driven, LLM-enabled environment to ensure high-quality customer outcomes.

You will build capability among managers to apply the standards, analyze results, and hold teams accountable for impact, with a focus on sustainable change across CX, service, and sales coaching.