Business Analyst, Customer Experience

Summary

Join Affirm as a Business Analyst and oversee the entire lifecycle of customer cases, ensuring compliance and driving continuous improvement within the Service Delivery department. You will partner with cross-functional teams to monitor, track, and resolve customer cases, providing data-driven insights and actionable recommendations. Responsibilities include operational and case management, data analysis and business insights, and process improvement and compliance. This role requires strong data analysis skills, experience in customer service or financial operations, and proficiency in CRM and case management tools. Affirm offers a competitive compensation package including equity rewards, stipends, and comprehensive benefits.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or a related field, or 4+ years of relevant experience in customer operations, business analysis, or compliance
• Strong data analysis skills with experience using Excel, SQL, or BI tools (e.g., Tableau, Power BI, Sigma)
• Experience working 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
• Ability to work effectively in fast-paced and evolving environment
• Ability to synthesize large datasets and extract meaningful insights

Responsibilities

• Oversee the end-to-end lifecycle of customer cases, ensuring resolution efficiency, accuracy, and quality
• Monitor case queues, track aged cases, and ensure SLA compliance through proactive interventions
• Collaborate with Workforce Management (WFM) and vendor teams to assign and track cases effectively
• Perform root cause analysis (RCA) on escalations and drive corrective action
• Compile weekly executive summary and key performance indicator reports
• Utilize quantitative and qualitative data to identify trends, performance gaps, and areas for improvement
• Create dashboards and custom reports to track KPIs related to customer operations, fraud, and business performance
• Provide executive-level summaries on key performance metrics, operational trends, and process enhancements
• Distill insights from case audits and trend analysis to recommend operational changes
• Partner with key stakeholders to implement process enhancements aimed at improving customer and business outcomes
• Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency
• Ensure compliance with regulatory requirements by identifying gaps and collaborating with risk and compliance teams
• Lead initiatives to improve case handling, reduce resolution time, and enhance agent effectiveness
• Support the development, documentation, and implementation of new policies and procedures

Preferred Qualifications

• Experience in the fintech, technology, or energy industry
• Knowledge of regulatory compliance in customer operations (e.g., consumer protection laws, fraud prevention)
• Prior experience in process automation and operational strategy

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• 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
• Remote work