Lead Business Analyst for Merchant Solutions

hace 2 semanas

Santiago, Metropolitana, Chile Sumup A tiempo completo

At SumUp, we champion the everyday hero—those who dare to pursue their passions and possess the resilience to achieve their aspirations.

Our mission centers around small business owners, and we are dedicated to developing powerful, user-friendly financial solutions that empower them to thrive. With a founder's mentality and a collaborative spirit, our diverse teams across Europe, South America, and the United States work in unison to ensure the success of small business owners in their endeavors.

Team Overview

As a vital member of the Support Team, you will contribute significantly to our goal of becoming the most customer-centric organization for our merchants. We innovate continuously to enhance the experiences we provide at every interaction. Our Support Team uniquely combines robust analysis with actionable insights, driving improvements in our services and operations. Our vision of "constantly finding ways to enhance our merchants' lives" fuels our commitment to automating and reimagining processes.

We are seeking a Senior Business Analyst to help us deliver an exceptional customer experience within the Fintech sector. This role is designed to spearhead automation initiatives through the deployment of tools and platforms tailored for our merchants in LATAM. The Senior Business Analyst will oversee the rollout, implementation, and performance assessment of these tools, collaborating with relevant teams to meet the quality objectives of the department. Additionally, they will work with the global team to determine which tools and platforms to adopt as part of the LATAM tribe, ensuring that human interactions with merchants are efficient while maintaining high-quality service. The Senior Business Analyst will identify opportunities to enhance customer experience in both the short and long term.

Key Responsibilities:

  • Evaluate the support touchpoint funnel and lead the performance enhancement of tools and platforms for merchant service.
  • Collaborate closely with various teams in a cooperative environment to optimize the experience for our merchants.
  • Develop a rollout strategy and oversee the implementation of global tools that enable us to serve our merchants through automation while ensuring top-notch service quality.
  • Formulate a rollout plan and guide the implementation of global tools that enhance human interaction with merchants and boost agent productivity without compromising service quality.
  • Utilize data-driven decision-making to introduce new processes or tools that improve merchant interactions with SumUp.
  • Research best practices from other companies or markets to enhance our customer experience over time.

Ideal Candidate Profile:

  • A minimum of 3 years of experience as an analyst in dynamic environments.
  • Proven experience in leading end-to-end project implementations.
  • Fluency in English is essential, as daily collaboration with global teams is required.
  • Self-motivated with a demonstrated capacity for rapid learning.
  • Strong analytical and problem-solving abilities.
  • Comfortable working with large datasets, interpreting them, and drawing conclusions.
  • Excellent communication and interpersonal skills, capable of conveying ideas and concepts to team members from diverse backgrounds and cultures, fostering strong and productive relationships.
  • Experience related to UX is a plus.

SumUp is an Equal Employment Opportunity employer committed to building a diverse workforce. We do not make hiring or employment decisions based on race, color, religion, ethnic or national origin, gender, gender identity, sexual orientation, disability, age, or any other protected status.

We understand that candidates may feel they need to meet all job criteria to apply. Please remember that this is merely a guideline; if you don't meet every requirement, it's perfectly acceptable as it indicates potential for growth and career development at SumUp.

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