Business Analyst Middle [Customer Care – Individual Products]
LocationRelocation, Worldwide
Work moderemote
Typefull-time
DepartmentHQ
Company size1,001–5,000 people
First seen1mo ago
Last seen9h ago
About the role
We are looking for a Business Analyst to join our Customer Care (Individual Products) team — a critical function supporting our customers’ daily financial activities, from purchases and ATM withdrawals to seamless access to funds. When issues arise with a debit card or account — such as declined transactions, lost cards, unexpected fees, or technical problems — customers expect prompt, clear, and empathetic support. Their trust in our company depends not only on our features, but also on how professionally and effectively we resolve their issues.
As a Business Analyst in Customer Care (Individual Products), you will oversee support for individual customers using our debit products.
This role exists to:
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Become the owner of the debit products stream within the next year
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Make the experience measurable: define and track key metrics (e.g., resolution time, customer satisfaction, error rates), set SLAs, and maintain high communication standards
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Drive continuous improvement: identify pain points and opportunities as new debit features launch and customer needs evolve, ensuring that processes and support keep pace
Challenges that await you:
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Own Customer Care processes for debit products (debit cards, savings, deposits, subscriptions, and cashback): identify customer pain points and drive improvements
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Work closely with designers and engineers to define changes in agent tools and customer-facing interfaces
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Partner with debit product and operations teams to ensure support processes evolve together with product changes
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Define, track, and improve key support metrics such as AHT, contact rate, first contact resolution, and CSAT
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Identify process gaps and inefficiencies and independently drive improvement initiatives
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Partner with product analysts to evaluate releases and campaigns, prioritize improvements, and make data-driven decisions
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Ensure process transparency through high-quality documentation, metrics, and presentations
What makes you a great fit:
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3+ years of experience as a Business Analyst or Product Manager in fintech, banking, or consumer digital products
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Hands-on experience designing complex multi-screen user flows and internal product interfaces
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Ability to independently write clear product requirements and collaborate effectively with engineers
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Strong data-driven mindset: comfortable working with metrics, defining analytical tasks, and validating data quality
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Experience coordinating initiatives across multiple teams and driving delivery
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Strong critical thinking, ownership, and proactive approach to problem solving
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B2 or higher English levelfor effective communication with an international team
Your bonus skills:
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Experience in Customer Care / Contact Center / Customer Service