Lead Business Analyst, Customer Experience

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Requirements:

• 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.