Process Analyst (Customer Experience)
Core
Optimize and standardize operational workflows for customer and partner support across the UAE, KSA, and Kuwait using AI tools and automation.
Role type
Process Analyst (Customer Experience)
Builds
AI-assisted support systems, automated workflows, and standardized procedures for CX agents.
Domain
FinTech / Customer Experience / Process Optimization
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Process modeling (BPMN, flowcharts), CRM/ticketing systems (Salesforce, Zendesk), AI coding tools (Claude Code, Cursor), analytical skills, customer support operations expertise
Preferred skills
Lean/Six Sigma, RPA/automation, Arabic language, Fintech/BNPL background
Technologies
Claude Code, Cursor, Codex, Salesforce, Zendesk, LLM-based workflows
Responsibilities
Design processes to improve satisfaction and resolve pain points; Analyze end-to-end support workflows to identify inefficiencies; Create and maintain formalized procedures using BPMN and flowcharts; Use AI tools to prototype solutions and improve internal tooling; Collaborate with Agents, QA, Training, and Product teams to align process changes; Contribute to testing and evaluating LLM-based tools for support operations
Seniority
Mid-level, hands-on IC
