Business Analyst, Customer Experience

A Business Analyst in Customer Experience at Affirm is primarily responsible for overseeing the lifecycle of customer cases. This includes ensuring compliance with service level agreements (SLAs), conducting data analysis to distill insights, and collaborating with various teams to improve operational efficiency and customer outcomes.

To qualify for the Business Analyst position at Affirm, candidates should hold a Bachelor’s degree in Business, Finance, Operations, or a related field, or possess over four years of relevant experience in customer operations, business analysis, or compliance. Strong data analysis skills, particularly in Excel and SQL, are essential.

Affirm drives continuous improvement in customer service operations by encouraging its Business Analysts to perform root cause analysis on escalated cases, develop actionable recommendations based on data insights, and collaborate with stakeholders to implement process enhancements.

A Business Analyst at Affirm utilizes various tools for data analysis, including Excel, SQL, and business intelligence software such as Tableau and Power BI. These tools facilitate effective data synthesis to draw valuable business insights.

Affirm promotes a remote-first culture, providing flexibility and autonomy to its Business Analysts. The company values transparency, collaboration, and inclusivity, ensuring that employees feel supported through competitive benefits and a people-first philosophy.

To manage the lifecycle of a customer case effectively, I would start by monitoring case queues and ensuring compliance with SLAs. I would collaborate with relevant teams to prioritize case resolution and perform root cause analysis for any escalations.

I approach data analysis by first defining key performance indicators relevant to customer operations. I then gather quantitative and qualitative data to identify trends and gaps, using tools like SQL and Excel for analysis to inform actionable recommendations.

For process improvement, I focus on identifying operational inefficiencies through data analysis. I work closely with stakeholders to implement evidence-based enhancements, ensuring that changes align with both customer and business objectives.

I've worked in environments where understanding consumer protection laws and compliance standards was critical. In my previous roles, I collaborated with legal and compliance teams to ensure that operational processes met regulatory requirements.

In handling disagreements, I prioritize open communication, inviting discussion to understand differing viewpoints. I would present data objectively and be open to feedback to collaboratively determine the best path forward.

I maintain efficiency by prioritizing tasks based on urgency and impact, utilizing tools for task management, and regularly reviewing progress to make adjustments as needed to meet deadlines.

Collaboration is key in my work. I regularly liaise with cross-functional teams to gather insights, validate findings, and ensure that the recommendations I make are actionable and aligned with company objectives.

In a previous role, I led a project to optimize customer case resolution times. By analyzing data trends and implementing new strategies, we reduced resolution times by 20% while improving overall customer satisfaction scores.

I ensure my analyses are relevant by regularly engaging with stakeholders to understand their evolving needs. I adapt my data collection and reporting strategies to align with current business objectives and priorities.

I am proficient in using Excel for data manipulation and reporting, SQL for database querying, and BI tools like Tableau for visualizing data insights. These tools enhance my ability to present complex data in accessible formats.