Experience Lead

Key Responsibilities

• Represent agent feedback and anecdotal customer insights in close alignment with Product, and author CX content grounded in real agent and customer experience.
  
  
  
• Represent consolidated CX insights in product discussions, roadmap reviews, and release planning
  
  
  
• Utilize the Voice of Customer (VoC), Voice of Agent (VoA), Quality findings, and personal judgement to help reveal gaps between Product vision and Agent/customer experience observed through the support function
  
  
  
• Challenge Product decisions where CX risk, friction, or downstream operational impact is identified
  
  
  
• Ensure CX considerations are embedded early — not retrofitted after release
  
  

• Lead the creation and continuous improvement of agent-facing content (guides, FAQs, walkthroughs, macros, and storyboards).
  
  
  
• Translate complex product updates, workflows, and policies into clear, practical, and scannable materials.
  
  
  
• Own all product-related content across CX platforms, ensuring timely updates and alignment with Product releases.
  
  
  
• Ensure CX-critical updates are understood, prioritised, and implemented by the right teams
  
  

3. Insights, Friction & Impact

• Monitor ticket trends, agent feedback, and QA results to detect recurring friction points.
  
  
  
• Identify recurring issues, systemic breakdowns, and experience gaps across channels
  
  
  
• Drive insight-to-action loops by translating CX signals into clear product and process recommendations
  
  
  
• Partner with Analytics, Ops, and Quality to validate impact and track outcomes
  
  
  
  

4. Governance & CX Representation

• Ensure CX risks, dependencies, and readiness gaps are clearly surfaced and escalated when needed
  
  
  
• Facilitate structured feedback loops between CX, Product, Ops, and Quality
• Maintain clarity on ownership, decisions, and follow-ups across teams. 
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  Be a trusted, senior CX voice who balances partnership with healthy challenge. 

Skills, Knowledge & Expertise

• 5+ years of experience in CX Product Operations, Process Excellence, CX Leadership, or CX Service Management, with hands-on experience in CX Content writing.
• Strong background in tech, digital banking, or top-tier financial services is preferred
• Proven experience influencing Product teams using CX insights and operational data
• Deep understanding of how product decisions translate into real frontline and customer impact
• Strong analytical mindset — comfortable working with trends, drivers, and root causes
• Excellent stakeholder management skills — able to influence, challenge, and align senior partners
• Fluent English and Arabic (mandatory)

Job Benefits

• 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 the company’s employee stock options program.
• Health Insurance.
•  Flexi Perks: a monetary benefit to spend on what matters most to you — health, well-being, education, or professional development.