Lead Business Analyst, Customer Experience

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm’s mission is to deliver honest financial products to improve lives. We do this by partnering with top companies to offer responsible financial products at the point of sale. Working jointly with our clients, Affirm co-develops and executes on joint partnership strategies to innovate and grow the business.

As a Sr. 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.

What You’ll Do

Operational & Case Management:

• 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.

• 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.

• 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.