Monitor and analyze operational metrics (productivity, SLA, backlog, aging, capacity, and quality);
Track experience and efficiency indicators such as CSAT, productivity, service level, quality, and callbacks/reopens; identify performance deviations and conduct root-cause analysis;
Generate actionable insights for continuous operational improvement;
Perform process analysis to identify efficiency gains; propose and implement improvements focused on reducing handle time, lowering operational costs, and increasing partner satisfaction; leverage AI and automations as levers for efficiency and operational scale;
Lead and follow up on action plans with operations; structure and conduct performance rituals (regular performance meetings);
Develop analyses and executive-level materials to support leadership.

Problem Solving: structured problem identification and definition of effective solutions;
Project Management: end-to-end delivery of improvement initiatives;
Leadership without direct reports: influence and drive stakeholder agendas;
Customer (Partner) Focus: decisions oriented to partner experience and satisfaction;
Delivery Focus: commitment to deadlines, quality, and results;
Data-Driven: decision-making based on data and evidence;
Collaboration: integrated work with operations and partner teams;
Communication: clear and objective information delivery;
Strategic Thinking: business-impact awareness;
Advanced Excel/Google Sheets;
Experience with data visualization tools (ThoughtSpot, Looker, or similar);
Experience handling and analyzing large volumes of data;
Desired: SQL; familiarity with AI applied to automation and operational efficiency.

We do not discriminate against candidates based on disability, gender, sexual orientation, race/ethnicity, age, origin, family composition, or appearance.

Experience Analyst – Mid-level, Back Office

Key skills