Service Delivery Experience & Insights Specialist, Affirm

• 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

Desirable

• As a Business Analyst, you will be responsible for overseeing the entire lifecycle of cases, ensuring compliance with service level agreements (SLAs) and driving continuous improvement within our Service Delivery department.
• This role is integral to real-time business performance management as well as compliance with established regulatory requirements, as you’ll partner with cross-functional teams to monitor, track, and resolve customer cases.
• You will provide insights from data analysis, develop actionable recommendations, and collaborate closely with key partners such as Vendor Management, Quality Assurance, Training, Process, and Planning teams
• Operational & Case Management:
• 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
• Data Analysis & Business Insights:
• 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
• Process Improvement & Compliance:
• 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