Lead Business Analyst - Customer Experience

5 days ago

Apply Now

Receive Emails with Similar Jobs

Affirm

WebsiteLinkedInAll Job Openings

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Affirm is reinventing credit to make it more honest and friendly. • Responsible for overseeing the entire lifecycle of cases. • Ensuring compliance with service level agreements (SLAs). • Driving continuous improvement within our Service Delivery department. • Collaborate with cross-functional teams to monitor, track, and resolve customer cases. • Provide insights from data analysis and develop actionable recommendations.

🎯 Requirements

• Bachelor’s degree in Business, Finance, Operations, or a related field, or 6+ years of relevant experience in customer operations, business analysis, or compliance. • Advanced data analysis skills including proficiency in Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma). • Experience in customer service, fraud operations, or financial operations within a high-growth or fintech environment. • Experience defining requirements and using data and metrics to draw business insights. • Proficiency in CRM systems, case management tools, and reporting software. • Strong analytical skills with the ability to synthesize complex datasets and extract meaningful business insights. • Demonstrated experience mentoring or guiding junior team members in business analysis, data interpretation, or operational strategy.

🏖️ Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount