PIKE (Payment Issues, Kaizen, and Experience), part of the larger PBO (Payments Business Operations) organization, is a center of operational excellence that manages the payments customer experience, filling the operational gap between the business and technology teams to provide a seamless payments and financial experience to internal and external customers.
A business analyst (BA) in PIKE is responsible for driving operational excellence to improve the experience for customers across global payments products. You are data driven utilizing analysis and documentation to ensure that customer operational pain points are effectively prioritized with business, technical, and customer support teams. You will work to identify, execute, and drive projects with internal and external business partners to automate or improve business processes.
You own operational issues ranging from individual customer tickets to large scale events, providing and executing mitigation steps and management of customer communication plans. You are quick to understand system flows and business processes, and are viewed as a deep subject matter expert in payments and operations support workflows by colleagues, accounting, and technical teams.
You are able to deep dive into system and support workflows, provide recommendations, and drive changes to large customer support processes and payments workflows. You own annual deep dive and monthly reporting for operational performance, and the setup and reporting of measurements used to determine the customer experience for payments operational workflows.
Key job responsibilities
In this role your will:
- Solve ambiguous issues on a variety of operational issues with less well-defined inputs and outputs; drive to the heart of the problem and identify root causes
- Define operational support models; review and vet operational reporting with stakeholders
- Translate complex business problem statements into analysis, technical, and business requirements, and proactively and independently work with stakeholders to construct use cases and associated standardized outputs
- Enable automated operational solutions at scale; setup processes with self-service reporting, and work with product and technical teams to enable full-scale automation, and have a working knowledge of the support tooling and mechanisms available by the wider business for more complex operational issues.
- Setup or improve operational processes that require less operational overhead and reduce time to resolution, and have the capability to make changes to large customer impacting workflows through the use of additional tools and reporting
- Derive recommendations from analysis that significantly impact a department, create new processes, or change existing processes
- Identify and implement optimal communication mechanisms based on project and the stakeholders involved
- Communicate complex analytical insights and business implications effectively
- Actively manage the timeline and deliverables of projects, focusing on interactions in the team
- Provide program communications to stakeholders
- Communicate roadblocks to stakeholders and propose solutions, and represent team on medium-size analytical projects in own organization and effectively communicate across teams
- Bachelor's degree or equivalent
- Knowledge of SQL
- Speak, write, and read fluently in English
- Experience in program or project management
- Knowledge of Lean principles and DMAIC methodology
- Experience in a highly analytical, results-oriented environment with cross functional interactions
- Experience in requirement gathering and ability to write clear and detailed requirement document
