Senior Operations Data Analyst
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Job Location:
Jacksonville, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About the Role
At SoFi were on a mission to help our members achieve financial independence and reach their goals from owning a home to paying off debt to investing for the future. Our Operations team is at the heart of delivering a world-class member experience.
Were looking for a Senior Data Analyst to join our Operations Performance Management this role youll turn data into insights and insights into action. Youll help us understand what drives performance where we can improve and how we can continue to deliver seamless experiences to our members.
This role will report to the leader of Ops Business Intelligence and will work closely with our Work Force Management leaders. This is a highly visible role within SoFis data science and Business Intelligence community and directly contributes towards key company goals and objectives. It is a hybrid role that requires 4 days per month in office.
What Youll Do
- Build automate and maintain dashboards reports and performance scorecards that measure operational performance member experience and CX health across multiple channels.
- Partner with Operations and CX leaders to define monitor and evolve key performance indicators (KPIs) that align with service excellence and business objectives.
- Lead the collection analysis and interpretation of CX operational data including contact center metrics resolution rates NPS/CSAT trends and service level performance.
- Develop reporting frameworks that unify data from multiple sources (CRM workforce management QA and survey tools) into cohesive actionable insights.
- Conduct variance analysis root cause investigations and performance deep dives to identify drivers of member friction or operational inefficiency.
- Own and drive the reporting roadmap for Operations Performance Management ensuring consistency data accuracy and scalability.
- Translate analytical findings into strategic recommendations that influence process design workforce planning and continuous improvement initiatives.
- Serve as a thought partner to leadership helping define what operational excellence looks like through data.
- Collaborate with Product Engineering Data Science and BI teams to enhance data accessibility and automate recurring analytics.
- Lead data storytelling efforts ensuring insights are communicated clearly and persuasively to both technical and non-technical audiences.
- Mentor junior analysts and cross-functional partners on best practices for data-driven performance management and visualization.
- Act as a reporting leader for CX Operations setting standards for how SoFi measures monitors and improves the member experience through data.
What Youll Need
- Bachelors degree in Data Science Statistics Analytics Economics Engineering or a related field (Masters preferred).
- 5 years of experience in data analytics operations analytics or business intelligence.
- Advanced SQL skills and experience with visualization tools such as Tableau Looker or Power BI.
- Proven ability to perform root cause and variance analysis in operational settings.
- Excellent communication skills able to simplify complex data and influence non-technical audiences.
- Strong business acumen and a passion for improving member experiences through data.
Nice to Have
- Experience in financial services fintech or contact center operations.
- Familiarity with Python R or other analytical tools.
- Knowledge of process improvement frameworks (Lean Six Sigma etc.).
Required Experience:
Senior IC
Key Skills
- Databases
- Data Analytics
- Microsoft Access
- SQL
- Power BI
- R
- Tableau
- Data Management
- Data Mining
- SAS
- Data Analysis Skills
- Analytics
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
