Senior Data Analyst, Customer Experience

Tabby; Riyadh; On-site; SAR 224,000 - 300,000; Full time

Job summary

A fintech company in Riyadh is seeking a Customer Experience (CX) Data Analyst to transform customer support through data and AI. The role involves analyzing data, optimizing support operations, and developing LLM agents. Ideal candidates will have 3+ years of experience as a data analyst, advanced SQL skills, and proficiency in Python. The position offers a dynamic environment to leverage insights and improve customer experiences.

Qualifications

• 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 stakeholders.

Responsibilities

• 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 and Metabase.
• Design and test LLM agents embedded in support flows.
• Work with Airflow and Python to automate data tasks and support workflows.
• Communicate findings clearly through presentations and documentation.

Skills

Data analysis

SQL proficiency

Python programming

Data visualization

Understanding of Airflow

Experience with LLM agents

Presentation skills

Upper-Intermediate English proficiency

Tools

BigQuery

ClickHouse

Tableau

Metabase

Airflow

Job description

As a Customer Experience (CX) Data Analyst, you will play a central role in transforming how we support our customers by leveraging data, automation, and AI. You’ll empower teams with insights, optimize support operations, and co-create intelligent workflows with LLM agents.

This role blends analytics, process optimization, and LLM integration to drive smarter, faster, and more human-centered support experiences.

Key Responsibilities

1. 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.
2. LLM Agent Development & Evaluation
   • Design and test LLM agents embedded in support flows.
   • Implement evaluation pipelines (manual + automatic) for LLM response quality using semantic similarity and completion metrics.
   • Collaborate with AI/ML teams to monitor and improve the performance of LLM agents over time.
3. 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.
4. 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.

Skills, Knowledge & Expertise

• 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).

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

Our Hiring Process

1. Applied
2. Review
3. HR call @Tabby
4. Technical interview @Tabby
5. Final interview @Tabby
6. Hired

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