Service Delivery Experience & Insights Lead, Affirm

• 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

Desirable

• As a Service Delivery Experience & Insights Lead, 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
• 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