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Lead Business Analyst for Fintech Solutions
hace 2 meses
At SumUp, we celebrate the everyday hero. Those who have the courage to pursue their passions and the determination to achieve their dreams.
Our mission revolves 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 company for our merchants. We innovate continuously to enhance the experience we provide at every interaction. Our Support Team uniquely combines robust analysis with actionable insights, leading to tangible improvements in our services and operations. Our vision of "constantly finding ways to enhance our merchants' lives" drives our commitment to automating and reinventing processes.
We are seeking a Senior Business Analyst to support our ambition of delivering exceptional customer experiences within the Fintech sector. This role focuses on driving automation through the implementation of tools and platforms tailored for our merchants in LATAM. The Senior Business Analyst will oversee the rollout, implementation, and performance evaluation of these tools, collaborating with various teams to achieve the quality objectives of the department. Additionally, they will work with the global team to determine the appropriate global tools and platforms for the LATAM tribe, enhancing human interaction with merchants while boosting agent productivity without compromising service quality. The Senior Business Analyst will identify opportunities for enhancing customer experiences in both the short and long term.
Key Responsibilities:
- Analyze support touchpoint funnels and lead the performance monitoring and enhancement of tools and platforms for merchant services.
- Collaborate closely with diverse teams to ensure the best possible experience for our merchants.
- Develop a rollout strategy and spearhead the implementation of global tools that enable us to serve our merchants through automation while maintaining high service quality.
- Formulate a rollout plan and oversee the implementation of global tools that facilitate human interaction with merchants, increasing agent productivity without sacrificing service quality.
- Utilize data-driven decision-making to introduce new processes or tools that enhance merchant interactions with SumUp.
- Research best practices from other companies or markets to improve our customer experience in the short, medium, and long term.
Ideal Candidate Profile:
- 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 collaboration with global teams occurs daily.
- Self-motivated with demonstrated high learning agility.
- 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, sex, gender identity, sexual orientation, disability, age, or any other basis protected by applicable laws or company policy. We strive for a healthy and safe workplace and strictly prohibit any form of harassment.
Application Guidance:
We understand that candidates may feel the need to meet a certain percentage of job criteria before applying. Please remember that this is merely a guideline. If you don't meet every requirement, it's perfectly acceptable, as it allows for growth and development in your career at SumUp.
