Lead Business Analyst

Summary

Join Affirm as a Sr. 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, monitor, track, and resolve customer cases, providing data-driven insights and recommendations. Responsibilities include operational and case management, data analysis and business insights, and process improvement and compliance. This role requires advanced data analysis skills, experience in customer service or financial operations, and proficiency in CRM systems. Preferred qualifications include experience in fintech and knowledge of regulatory compliance. Affirm offers competitive benefits, including 100% subsidized medical coverage for you and your dependents, flexible spending stipends, competitive time off, and an employee stock purchase plan.

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

Responsibilities

• Provide strategic oversight of the end-to-end lifecycle of customer cases, ensuring resolution, accuracy, and high-quality outcomes
• Proactively monitor case queues, track aged cases, and drive SLA compliance through data-driven interventions
• Collaborate with Workforce Management (WFM) and vendor teams to optimize case assignment, tracking and resolution processes
• Perform root cause analysis (RCA) on escalations, recommend corrective actions, and drive process improvements to prevent recurrence
• Act as a SME, mentoring junior business analysts and case management teams to improve operational efficiency and decision making
• Lead the development of weekly executive summaries and key performance indicator (KPI) reports, delivering actionable insights for leadership
• Leverage quantitative and qualitative data to identify trends, operational inefficiencies, and performance gaps, translating findings into strategic recommendations
• Develop and maintain advanced dashboards and custom reports to track KPIs related to customer operations, fraud mitigation, and business performance
• Provide executive-level insights on operational trends, customer behavior, and process enhancements to drive business outcomes
• Guide and mentor junior analysts in data interpretation, storytelling, and visualization best practices
• Partner with cross-functional stakeholders to lead and drive process improvements, optimizing customer experience and operational effectiveness
• Support and/or create documentation of policies, workflows, and training materials to improve operational efficiency
• Ensure compliance with regulatory requirements by proactively identifying risks and collaborating with risk and compliance teams
• Spearhead initiatives to improve case handling efficiency, reduce resolution time, and enhance agent effectiveness
• Provide mentorship to business analysts, fostering a culture of continuous improvement, knowledge sharing, and professional growth

Preferred Qualifications

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

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• 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