CX Analyst

Tala

Mexico City

hace 6 días

Tala was named one of the top 50 FinTech companies in the world. We are a financial technology company on a mission to make financial services simple, inclusive, and accessible for the doers and dreamers globally.

More than 5 million people in emerging markets have borrowed through our smartphone app, which provides instant credit scoring, lending, education, and other personalized financial services.

Headquartered in Santa Monica, we support the needs of our customers in Kenya, Mexico, Philippines, and India. The Role We are looking for a highly motivated business analyst to join our fast-growing fintech company in Mexico.

This role will be driving insights and data analysis across all customer experience business functions and processes. If you’re passionate about bringing innovative products to consumers, thrive between analytical and creative projects, and embrace a fast-paced & dynamic environment, we’re excited to meet you!

What you'll do :

Learn and manage operational Looker reports, handle requests for adjustments or improvements

Ensure monthly reporting of team effectiveness and prioritize different solutions based on tradeoffs / risks so the CX / Recovery leaders can optimize performance of their teams

Manage team dashboards and ensuring information is accurate and transparent

Manage monthly Quartile analysis for Recoveries (inhouse, first party, and third party)

Develop expertise in Zendesk reporting capabilities and assist with creating reports to optimize CX performance metrics and staffing.

Develop and own framework (structure, cadence, ownership, etc.) for reporting on Recoveries operational metrics from Five9 dialer.

Collaborate with in-country Recoveries leaders and BI analysts to understand and prioritize performance reporting requirements, using this to inform a globally consistent set of metrics.

Manage the Customer Experience staffing and scheduling optimization model that incorporates drivers like : ticket volumes, expected productivity, complexity / type of ticket, SLA targets, etc.

Analyze effectiveness of internal and external Recoveries strategies, including EDC stage performance, internal call / SMS frequencies, etc.

Create analyses that begin to define churn metrics for both Recoveries and CX. These analyses should ultimately set guardrails or explicit goals for each team to achieve or monitor related to churn.

Support streamlining daily, weekly, and monthly operational metric reporting

Conduct data analysis on trends and behavior within Customer Experience data

Research frameworks, solutions, and methodologies to address key operational or efficiency problems

Perform data-driven analytical projects to identify, prioritize, structure, and solve critical problems across business processes for the Customer Experience Department

Assess potential risks, solutions, tactics and strategic plans to assist the CX Management Team in making decisions

Concurrently deliver on portions of multiple strategy projects in a fast-paced, intense, results-oriented environment

Support CX leadership team on long range planning projects and ad hoc requests

Help manage vendor related matters such as costs analysis, billing and reconciliations

Manages Automation and Optimization of reports, insights and data collection

Handle credit bureau reporting process end to end and support in relationship management

What you'll need

BA / BS in quantitative fields (statistics, economics, mathematics, data science, etc.)

3+ years in a data-intensive / quantitative role

Strong demonstrated analytical / business intelligence experience, including data visualization for diverse audiences

Advanced proficiency with SQL & Excel

Experience with Looker, Tableau or similar data visualization tools

Exceptional verbal and written presentation skills, especially with non-technical audiences

Exceptional, proven ability to translate data into actionable recommendations

Preferred Qualifications

Experience with at least one programming language (ex. Python)

Experience using GitHub, JIRA

Experience working in financial services / lending

Experience working with an international, distributed team

About Tala

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy.

We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience.

We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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